Job Description

The Opportunity

The Manager of Policy Benefits plays a crucial role in overseeing and enhancing the efficiency of policy administration and disbursement processes, collaborate with cross-functional teams to manage risks, ensuring that customer needs are met effectively and consistently. This opportunity allows the individual to contribute directly to the organization's mission by optimizing service delivery, improving customer satisfaction, and maintaining compliance with industry standards. In this role, the manager will gain valuable leadership experience, the chance to implement innovative solutions, and the ability to make a significant impact on the company's operational success and customer relationships.

Position Responsibilities:

• Oversee policy servicing operations to ensure efficient and compliant processing of policy-related transactions. Identify opportunities for process improvements and implement best practices to enhance service delivery.

• Ensure disbursement requests process correctly and up to conferred authority and as per the agreed TAT

• Ensure that decisions made comply with the company guidelines

• Act as backup for other team members when needed

• Involve and perform UAT and projects

• Monitoring Daily Productivity, achieve individual KPI - minimum 100%

• Handle enquiries within the agreed TAT

• Prepare reports and update SOPs as and when changes occur or changes in regulations.

• Check then decide close Bridger alerts or escalate alert to Compliance team timely.

• Check FCRM AMLA system alerts, create cases for suspicious alert for superior review in a timely manner.

• Ensure that the risk and control framework within Servicing is adhered to and effectively managed.

• Conduct QAP and analyze QA results, audit results, incidents report, scenario analysis, customer complaints look for common trends and work together with Operations team for action plans.

• Main PIC for RCSA, CAPs and others compliance/governance related matters relating to Servicing.

• Other administrative duties and assigned duties as and when required by HOD

Required Qualifications:

• Bachelor’s degree in fields such as Business Administration, Finance, Risk Management, or related discipline. Or at least 5 years’ working experience in the service industry, preferably in the insurance industry.

• Ability to assess risks, analyze data, and make informed decisions.

• Demonstrated ability to identify, assess, and manage risks in daily operations.

• Able to work long hours, public holidays and weekends when required.

• Familiarity with working with AS400 systems, Power BI and Microsoft Office..

• Good in English & Bahasa Malaysia

Preferred Qualifications:

• Able to plan and organize to ensure all tasks are carried out effectively and efficiently.

• Able to work independently.

• Good interpersonal skills.

• Good working attitude and discipline.

• Initiative, self-motivated, customer focused and able to work as a team.

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 recruitment@manulife.com.

Job Requirements