Operations Analyst

Manulife; Lapu-Lapu; Hybrid; PHP 400,000 - 700,000; Full time

Job summary

Manulife is seeking a Business Process Senior Associate to manage ownership changes, payments, disbursements, and policy changes in a hybrid work setting in the Philippines. The role requires strong accuracy, 1+ year in related processes, and proficiency in typing and written communication.

You will handle complex policy changes, assist with billing and disbursement inquiries, and collaborate with cross-functional teams to ensure precise processing, documentation, and timely responses.

Qualifications

• At least 1-year tenure in indexing, titles, billing/payments, disbursements, or policy changes as a Business Process Senior Associate.
• Must meet accuracy and productivity targets in the last 6 months.
• Minimum typing speed of 35 WPM with high accuracy.
• Above-average skills in e-mail/letter business writing.
• Adept in communicating via virtual platforms such as Microsoft Teams, Zoom, and Google Meet.
• Above-average communication, organizational and prioritization skills.

Responsibilities

• Handle ownership changes requests such as PAC, BANK, MODE, ADDRESS and NAME changes.
• Respond to general payments, policy change and disbursement inquiries.
• Work on case corrections resulting from errors of previously processed payments, policy change and disbursement work.
• Apply premium payments and deposits to policies as applicable.
• Facilitate changes in payment mode, banking details, and pre-authorized checking.
• Process wires, write-offs, refund, suspense clearing, premium offset and dividend to premium.
• Conduct billing research and histories.
• Process disbursements such as surrender, withdrawal, loans, maturities, stale dates and replace cheques.
• Handle document review of non-conversion policy change requests.
• Process basic policy change requests such as age correction, addition of child protection rider, simple dividend option changes, smoker to non-smoker change for juvenile policies, renewals, decrease and deletion of coverage, cost of insurance change, simple quotes, date of birth change, reinstatement that does not require underwriting.
• Handle medium-complexity policy change requests such as reinstatement requiring underwriting, policy change inquiries, rider addition or increase of coverage, smoker and health style changes for non-juvenile policies, rating reconsiderations, age correction, and dividend option change.

Skills

1-year experience

Typing speed 35 WPM

Email writing

Virtual platforms

Communication skills

Attention to detail

Problem solving

Team player

Adaptability

Life insurance knowledge

Policy maintenance

Job description

Responsibilities

• Handle ownership changes requests such as PAC, BANK, MODE, ADDRESS and NAME changes
• Respond to general payments, policy change and disbursement inquiries
• Work on case corrections resulting from errors of previously processed Payments, Policy Change and Disbursement work
• Apply premium payments and deposits to policies as applicable
• Facilitate changes in payment mode, banking details, and pre-authorized checking
• Process wires, write-offs, refund, suspense clearing, premium offset and dividend to premium
• Conduct billing research and histories
• Process disbursements transactions such as surrender, withdrawal, loans, maturities, stale dates and replace cheques
• Handle document review of non-conversion policy change requests
• Process basic policy change requests such as age correction, addition of child protection rider, simple dividend option changes, smoker to non-smoker change for juvenile policies, renewals, decrease and deletion of coverage, cost of insurance change, simple quotes, date of birth change (without change in age), and reinstatement that does not require underwriting
• Handle medium-complexity policy change requests such as reinstatement requiring underwriting, policy change inquiries, rider addition or increase of coverage, smoker and health style changes for non-juvenile policies, rating reconsiderations, age correction, and dividend option change

and other Policy Changes, Payments and Disbursements will be cross trained to depend on business need and volume

Qualifications

• Minimum Experience (Internal)
• At least 1-year tenure in Indexing, Titles, Billing/Payments, Disbursements, or Policy Changes as a Business Process Senior Associate
• Meeting accuracy and productivity targets in the last 6 months Technical Skills
• Minimum typing speed of 35 WPM with high accuracy
• Above-average skills in e-mail/letter business writing
• Adept in communicating via virtual platforms such as Microsoft Teams, Zoom, and Google Meet Soft Skills
• Above-average communication skills - written and verbal
• Above-average organizational or prioritization skills to be able to work in high-volume lanes
• Above-average level of attention to details
• Above-average problem-solving, analytical, and decision-making skills
• Adaptable to change
• A strong team player Product Specific Knowledge
• In-depth understanding of life insurance and living benefits Process Specific Knowledge
• Policy Maintenance related to Billing Changes, Disbursements, and Policy Changes

About Manulife And John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html.

Manulife is an Equal Opportunity Employer

At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact [e-mail].

Working Arrangement

Hybrid