Executive, Concierge

Manulife/John Hancock; Singapore; Hybrid; SGD 60,000 - 90,000; Full time

Job summary

Manulife/John Hancock in Singapore seeks a Case Manager to oversee end-to-end service for pre- and post-sale transactions. You will liaise with Financial Representatives, underwriters, and compliance teams to gather documents, manage underwriting requirements, and provide proactive status updates.

Inforce servicing and post-sale support are also key responsibilities. The role requires 5+ years in the industry, strong service orientation, and excellent communication skills.

Qualifications

• Diploma/Degree from a recognized institution/university.
• Minimum of 5 years of working experience, with approximately 3 years in the insurance industry.
• Highly service-oriented, organized, and adept at multitasking.
• Strong communication skills (verbal, written, and presentation).

Responsibilities

• End-to-End Case Management for pre- and post-sale service transactions.
• Liaise with Financial Representatives, Business Development Managers, New Business & Underwriting and Legal & Compliance teams.
• Perform screening, filing, AML verifications and due diligence prior to policy issuance.
• Handle post-sale requests including policy changes, inforce illustrations and servicing tasks.

Skills

Strong communication

Multitasking

Service orientation

Adaptability

Education

Diploma/Degree from a recognized institution/university

Job description

The incumbent will be responsible for the case management of pre/post sale service transactions. Supports Operations to ensure a smooth, timely, and positive service experience for the Financial representatives and clients for new submissions and existing policiesPosition Responsibilities:1. End-to-End Case ManagementThe Case Manager is responsible for overseeing the end-to-end service aspects throughout the case lifecycle (pre- and post-sale)Pre-sale:The Case Manager will mainly 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 decisionsBe the first line of review for appeals and provide appropriate advice to our partnersPost-sale:The Case Manager will mainly 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:Facilitate the overall processes for post sales transaction2. ReportingConsistently and accurately track incoming requests from internal and external stakeholders and ensure that the requests are answered promptlyFor HNW Business:To record all ad-hoc requests for end to end handlingMaintain 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 appropriateTo 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 handlingParticipate in regular team huddles and provide important updates (where applicable)3. Other responsibilitiesPerform screening of submitted documents before they are registered via AWD for processingEnsure proper filing and archival of all the documents received by the teamHandle appeals and garner responses from the New Business, Underwriting & Policy Servicing team; ensure documents received are processed promptlyAttend to queries relating to third party services and any other matters relating to policy issuance of servicingConduct enhanced due diligence checks, AML verifications prior to policy issuance and ensure contracts are issued upon receipt of premiums and required original documentsFollow up on outstanding requirements and any form of appeals pertaining to Operations mattersReview work process improvement to enhance effectiveness and efficiencyAssist in onboarding of new banksConduct Operations related trainings to Internal stakeholders, Financial Representatives and PartnersAny tasks delegated from time to timeCoordinate with internal stakeholders to provide accurate and timely informationProvide close follow-up for cases that required Legal & Compliance teams reviewRequired Qualifications:Diploma/Degree from a recognized institution/universityMinimum of 5 years of working experience, with approximately 3 years in the insurance industryHighly service-oriented, organized, and adept at multitaskingDemonstrates strong communication skills (verbal, written, and presentation)Flexible and capable of adapting in a fast-paced and evolving environmentUnderstanding of financial services and the requirements of sales professionals is advantageousFront facing experience is an added advantageWhen 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.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.About Manulife and John HancockManulife 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 EmployerAt 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 ArrangementHybrid