Operations Analyst

Manulife; Quezon City; Hybrid; PHP 360,000 - 540,000; Full time

Job summary

Manulife is seeking a Business Process Senior Associate in Metro Manila to handle policy and payment changes, disbursements, and related inquiries. The role requires accuracy, strong communication, and ability to work across high-volume lanes in a hybrid setup.

Responsibilities include processing changes, applying payments, handling complex and basic policy requests, and collaborating with teams to ensure accurate records and timely processing.

Qualifications

• 1+ year tenure in Indexing, Titles, Billing/Payments, Disbursements, or Policy Changes as a Business Process Senior Associate
• Minimum typing speed of 35 WPM with high accuracy
• Above-average email/letter writing skills
• Excellent verbal and written communication abilities
• Proficient in virtual collaboration tools (Teams, Zoom, Google Meet)
• Adaptable to change and able to handle high-volume workloads

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 changes and disbursements
• Apply premium payments and deposits to policies as applicable
• Facilitate changes in payment mode, banking details, and pre-authorized checking
• Process wires, write-offs, refunds, suspense clearing, premium offset and dividend to premium
• Conduct billing research and histories
• Process disbursement transactions such as surrender, withdrawal, loans, maturities, stale dates and replace cheques
• Review documents of non-conversion policy change requests
• Process basic policy changes (age correction, rider additions, replacements, reinstatement without underwriting)
• Handle medium-complexity policy change requests (underwriting for reinstatement, rider changes, age corrections, dividend option changes)

Skills

Communication

Attention to detail

Time management

Analytical thinking

Problem solving

Team player

Virtual collaboration

Job description

• Handle ownership changes requests such as PAC, BANK, MODE, ADDRESS and NAME changes

Responsibilities

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

• 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

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