Case Management Executive, Insurance

About the role

Manulife is hiring an Executive, Concierge to manage the end-to-end case lifecycle of pre- and post-sale service transactions. The role supports Operations so that Financial Representatives and clients receive a smooth, timely and positive service experience for new submissions and existing policies. The position is hybrid.

Key responsibilities

• Pre-sale: liaise with Financial Representatives, Business Development Managers, New Business & Underwriting and Legal & Compliance teams to gather financial and medical documents and underwriting requirements, give proactive status updates, discuss HNW cases and act as first line of review for appeals.
• Post-sale: liaise with Distribution Partners, Policy Services, Product & Pricing, Client Services and Claims teams on inforce policy requests, changes, illustrations, claims and other transactions, and give clear requirements for one-touch resolution.
• Track incoming requests from internal and external stakeholders and answer them promptly; record ad-hoc requests for end-to-end handling.
• Maintain daily, weekly and monthly reports on outstanding issues, submissions, withdrawals, feedback and SLA adherence, and prepare monthly pipeline reports for New Business & Underwriting.
• Screen documents before registration, file and archive documents, handle appeals and follow up on outstanding requirements.
• Perform enhanced due diligence and AML checks before policy issuance, and follow up on cases needing Legal & Compliance review.
• Improve work processes, assist in onboarding new banks, conduct operations training for stakeholders and partners, and complete other delegated tasks.

Required profile

• Diploma or degree from a recognized institution or university.
• At least 5 years of experience, with about 3 years in the insurance industry.
• Service-oriented, organized and able to multitask, with strong verbal, written and presentation communication skills.
• Flexible in a fast-paced environment; understanding of financial services and sales professional needs is an advantage; front-facing experience is an added advantage.