Executive, Concierge

Manulife; Singapore; On-site; SGD 50,000 - 70,000; Full time

Job summary

A leading financial services provider in Singapore is seeking a Case Manager responsible for end-to-end case management of service transactions. The ideal candidate will have a diploma or degree, at least 5 years of experience, including 3 years in the insurance industry. Key responsibilities include overseeing case lifecycle, liaising with various teams, and maintaining reports. The position demands strong communication skills and a service-oriented mindset in a fast-paced environment.

Benefits

Flexible work environment

Career growth opportunities

Focus on inclusion and well-being

Qualifications

• Minimum of 5 years of working experience, with approximately 3 years in the insurance industry.
• Flexible and capable of adapting in a fast-paced environment.
• Understanding of financial services and sales professionals is advantageous.

Responsibilities

• Oversee end-to-end service aspects throughout the case lifecycle.
• Liaise with teams to assist with financial and medical documents.
• Maintain daily/weekly/monthly reports on outstanding issues.

Skills

Highly service-oriented

Strong communication skills

Organized

Adept at multitasking

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 policies.

Position Responsibilities:

1. End-to-End Case Management

• The 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 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:

• The Case Manager will mainly liaise with the Distribution, 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 transaction

• – Coordinate with internal stakeholders to provide accurate and timely information

2. Reporting

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

• For HNW Business:

• 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

• 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 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

• Demonstrates strong communication skills (verbal, written, and presentation)

• Flexible and capable of adapting in a fast-paced and evolving environment

• Understanding of financial services and the requirements of sales professionals is advantageous

• 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.

Acerca de Manulife y John Hancock

Manulife Financial Corporation es un importante proveedor internacional de servicios financieros que ayuda a las personas a tomar decisiones de una manera más fácil y a vivir mejor. Para obtener más información acerca de nosotros, visite http://www.manulife.com .

Manulife es un empleador que ofrece igualdad de oportunidades

En Manulife/John Hancock, valoramos nuestra diversidad. Nos esforzamos por atraer, formar y retener una fuerza laboral tan diversa como los clientes a los que prestamos servicios, y para fomentar un entorno laboral inclusivo en el que se aprovechen las fortalezas de las culturas y las personas. Estamos comprometidos con la equidad en las contrataciones, la retención de talento, el ascenso y la remuneración, y administramos todas nuestras prácticas y programas sin discriminación por motivos de raza, ascendencia, lugar de origen, color, origen étnico, ciudadanía, religión o creencias religiosas, credo, sexo (incluyendo el embarazo y las afecciones relacionadas con este), orientación sexual, características genéticas, condición de veterano, identidad de género, expresión de género, edad, estado civil, estatus familiar, discapacidad, o cualquier otro aspecto protegido por la ley vigente.

Nuestra prioridad es eliminar las barreras para garantizar la igualdad de acceso al empleo. Un representante de Recursos Humanos trabajará con los solicitantes que requieran una adaptación razonable durante el proceso de solicitud. Toda la información que se haya compartido durante el proceso de solicitud de adaptación se almacenará y utilizará de manera congruente con las leyes y las políticas de Manulife/John Hancock correspondientes. Para solicitar una adaptación razonable en el proceso de solicitud, envíenos un mensaje a [e-mail] .

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