Executive, Concierge

Manulife Financial; Singapore; Hybrid; SGD 90,000 - 120,000; Full time

Job summary

Manulife Financial Singapore is seeking a Case Manager to oversee end-to-end service aspects for pre- and post-sale cases. You will liaise with Financial Representatives, Underwriting, Legal & Compliance, and various internal teams to gather documents, provide updates, and ensure timely processing.

Responsibilities include handling post-sale requests, preparing routine pipeline reports for New Business & Underwriting, and performing enhanced due diligence checks.

Qualifications

• Diploma/degree from a recognized institution.
• Minimum of 5 years of working experience, with ~3 years in insurance.
• Strong service orientation and multitasking abilities.

Responsibilities

• Oversee end-to-end case management across pre- and post-sale lifecycle.
• Coordinate with Financial Representatives, Underwriting, and Compliance on documents and status updates.
• Handle post-sale requests with internal teams for one-touch resolution.
• Prepare and maintain reports on submissions, issues, and SLA adherence.
• Screen documents before AWD processing and ensure proper filing.

Skills

Case management

Customer service

Communication

Multitasking

Financial services knowledge

Education

Diploma/Degree in relevant field

Tools

AWD system

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

Post-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 transaction

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
• Coordinate with internal stakeholders to provide accurate and timely information
• Provide close follow-up for cases that required Legal & Compliance teams review

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.

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.

マニュライフとジョン・ハンコックについて

マニュライフ・ファイナンシャル・コーポレーションは、“あなたの未来に、わかりやすさを”を提供する、国際的な大手金融サービスプロバイダーです。当社について詳しくは、 https://www.manulife.co.jp/をご覧ください。

マニュライフは機会均等を是とする雇用主です

マニュライフ/ジョン・ハンコックでは、多様性を受け入れます。私たちは、サービス提供先であるお客さまと同様に、多様な人材を引きつけ、育成し、定着させ、文化や個人の力を受け入れる包括的な職場環境を促進するよう努めています。当社は公正な採用、定着、昇進、報酬に努めています。当社のすべての慣行およびプログラムは、人種、祖先、出身地、肌の色、民族的出自、市民権、宗教または宗教的信念、信条、性別（妊娠および妊娠関連の状態を含む）、性的指向、遺伝的特徴、退役軍人としての地位、性自認、性に関する表明、年齢、婚姻状況、家族状況、障害、または適用法で保護されるその他の要因に対する一切の差別を行うことなく管理されます。

雇用への平等なアクセスを提供するために、障壁を取り除くことが当社の優先事項です。人事担当者は、応募者が応募プロセス中に合理的配慮を要求する場合に協力します。配慮要求のプロセス中に共有されるすべての情報は、適用される法律およびマニュライフ/ジョン・ハンコックのポリシーに準拠した方法で保存および使用されます。申請プロセスにおいて合理的配慮を要求するには、[e-mail]までご連絡をお願いします。

Working Arrangement

ハイブリッド勤務