Executive, Admin Processing

Manulife (Singapore) Pte Ltd; Singapore; On-site; SGD 50,000 - 80,000; Full time

Job summary

A prominent financial service provider is seeking a Case Manager to oversee case management and ensure a smooth service experience. The ideal candidate will possess strong communication and organizational skills, with at least 5 years of experience, including 3 years in the insurance industry. Responsibilities include managing pre and post-sale service transactions and liaising with various teams to streamline processes. This role offers room for growth in a supportive and flexible environment focused on employee well-being.

Benefits

Empowerment for learning and growth

Supportive and flexible work environment

Focus on well-being and inclusion

Qualifications

• Minimum 5 years working experience; with around 3 years in insurance industry.
• Highly service-oriented, organized, and able to multi-task.
• Strong communication skills (verbal, written and presentation).
• Flexible and able to adapt in a fast-paced and changing environment.

Responsibilities

• Responsible for overseeing the end-to-end service aspects throughout the case lifecycle (pre- and post-sale).
• Liaise with various teams to assist in understanding and gathering required documents for policy issuance.
• Provide proactive status updates on cases.
• Track incoming requests and ensure they are answered promptly.
• Maintain daily/weekly/monthly reports on outstanding issues.
• Attend to queries relating to third party services and any issues related to policy servicing.
• Conduct operations related trainings.

Skills

Service-oriented

Organizational skills

Multi-tasking

Communication skills

Education

Diploma/Degree from any recognized institution/university

Job description

The incumbent will be responsible for the case management of pre/post sale service transactions. The Case Manager supports Operations to ensure a smooth, timely, and positive service experience for the financial representatives and clients on new and existing policies

Position Responsibilities:

• Responsible for overseeing the end-to-end service aspects throughout the case lifecycle (pre- and post-sale)

Pre-sale:

Liaise with the Financial Representatives, Business Development Managers, New Business & Underwriting and Legal & Compliance teams to assist with understanding and gathering of required financial and medical documents, underwriting requirements and other necessary documents, especially critical for policy issuance. Responsible for ongoing and proactive status updates.

• For HNW Business
  Regular case discussion with Financial Representatives to provide clarity on underwriting requirements and decisions
• Be the first line of review for appeals and provide appropriate advice to our partners
  Provide close follow-up for cases that required Legal & Compliance teams review

Post-sale:

• Liaise with the Distribution Partners, Policy Services, Product & Pricing teams, Client Services and Claims teams on inforce policy requests, including policy changes, inforce illustrations, claims and other post-sales related transactions. Provides clear information on the necessary requirements to allow for one-touch resolution. Responsible for ongoing and proactive status updates.

For HNW Business:

• Consistently and accurately track incoming requests from internal and external stakeholders and ensure that the requests are answered promptly

For Retail Business:

• To record all incoming and outgoing enquiries in the designated platform to provide one-view of the customer records for all internal stakeholders
• To record all ad-hoc requests for end to end handling
• Maintain daily/weekly/ monthly reports, as required, for the tracking of outstanding issues, submissions, withdrawals, feedback and overall adherence to Service Level Agreement; where management’s expectations are not met, highlight their root causes, where appropriate
• To Prepare monthly pipeline cases for reporting purpose and focus list for New Business & Underwriting team that are critical for policy issuance.
• Record all ad-hoc requests for end to end handling
• Participate in regular team huddles and provide important updates (where applicable)

3. Other responsibilities

• Perform screening of submitted documents before they are registered via AWD for processing
• Checking for completeness includes submitted documents that are presented at the Advisor Centre
• Ensure proper filing and archival of all the documents received by the team
• Handle appeals and garner responses from the New Business, Underwriting & Policy Servicing team; ensure documents received are processed promptly
• Attend to queries relating to third party services and any other matters relating to policy issuance of servicing
• Conduct enhanced due diligence checks, AML verifications prior to policy issuance and ensure contracts are issued upon receipt of premiums and required original documents
• Follow up on outstanding requirements and any form of appeals pertaining to Operations matters
• Review work process improvement to enhance effectiveness and efficiency
• Assist in onboarding of new banks
• Conduct Operations related trainings to Internal stakeholders, Financial Representatives and Partners
• Any tasks delegated from time to time

Required Qualifications:

• Diploma/Degree from any recognized institution/university
• Minimum 5 years working experience; with around 3 years insurance industry experience
• Highly service-oriented, organized, and able to multi-task
• Strong communication skills (verbal, written and presentation)
• Flexible and able to adapt in a fast-paced and changing environment

Nice to Haves:

• Understanding of financial services and the needs of sales professionals is an advantage
• Candidates with front facing experience is an added advantage

When you join our team:

• We’ll empower you to learn and grow the career you want.
• We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.
• As part of our global team, we’ll support you in shaping the future you want to see.