Executive, HNW Post-Sales

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

Job summary

Manulife John Hancock is seeking an experienced post-sales service professional to manage in-force HNW policy transactions and coordinate with multiple internal teams to ensure timely, accurate service for financial representatives and clients with existing policies.

The role requires a diploma or degree, about five years of experience including insurance, and strong communication skills in a fast-paced, collaborative environment.

Qualifications

• A diploma or degree from a recognised institution or university.
• At least five years of working experience, including about three years in insurance.
• Strong service orientation and ability to manage multiple priorities.
• Excellent verbal, written, and presentation skills.
• Flexibility and ability to adapt in a fast-paced environment.
• Understanding of financial services and sales professionals' needs is advantageous.

Responsibilities

• Liaise with distribution partners and internal teams on in-force HNW policy requests and post-sales transactions.
• Provide guidance to achieve one-touch resolution.
• Coordinate with stakeholders to ensure timely, accurate information and proactive updates.
• Track requests and ensure prompt addressing of all items.
• Maintain regular reports to monitor outstanding issues and SLA adherence.
• Participate in team huddles and share updates as needed.
• Ensure filing and archiving of documents.
• Respond to queries regarding third-party services and policy servicing.
• Conduct AML verifications as required.
• Review and improve processes for efficiency.
• Assist with onboarding of new banks and provide operations training.

Skills

Service orientation

Organisational skills

Multi-priority management

Verbal and written communication

Adaptability

Client-facing experience

Education

Diploma or degree

Job description

The incumbent will be responsible for managing post-sales service transactions for high-net-worth (HNW) policies. The role supports Operations in delivering a smooth, timely, and positive service experience for financial representatives and clients with existing policies.

Position Responsibilities:

• Liaise with distribution partners and the Policy Services, Product & Pricing, Client Services, and Claims teams on in-force HNW policy requests, including policy changes, in-force illustrations, claims, appeals, and other post-sales transactions.
• Provide clear guidance on the necessary requirements to support one-touch resolution.
• Facilitate post-sales processes and provide proactive status updates, coordinating with internal stakeholders to ensure information is accurate and timely.
• Track incoming requests from internal and external stakeholders consistently and accurately, ensuring that all requests are addressed promptly.
• Maintain daily, weekly, and monthly reports, as required, to track outstanding issues, feedback, and overall adherence to service-level agreements. Where management expectations are not met, identify and highlight the root causes, as appropriate.
• Participate in regular team huddles and provide relevant updates, where applicable.
• Ensure the proper filing and archiving of all documents received by the team.
• Respond to queries relating to third-party services and other matters concerning policy servicing.
• Conduct enhanced due diligence checks and anti-money laundering (AML) verifications, as required.
• Review and improve work processes to enhance effectiveness and efficiency.
• Assist with the onboarding of new banks.
• Conduct operations-related training for internal stakeholders, financial representatives, and partners.
• Perform other duties as assigned from time to time.

Required Qualifications:

• A diploma or degree from a recognised institution or university.
• At least five years of working experience, including approximately three years in the insurance industry.
• A strong service orientation, excellent organisational skills, and the ability to manage multiple priorities.
• Strong verbal, written, and presentation skills.
• Flexibility and the ability to adapt in a fast-paced, evolving environment.
• An understanding of financial services and the needs of sales professionals would be advantageous.
• Client-facing experience would be 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.

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