Ho Chi Minh City, Vietnam · On-site
Manulife is a leading international financial services provider, helping people make decisions easier and lives better. Help shape the future you want to see — and discover that better can take you anywhere you want to g…
Skills: Customer service, Call center operations, CRM systems, Communication skills, Problem solving
Quebec, Quebec, Canada · Remote OK
$39k–$65k/yr
The Adjustment Adjudicator role performs a variety of functions with a primary focus on the accurate and timely handling of adjustments and investigations of issues to achieve customer resolution. Work is received from a…
Skills: Claims Adjudication, Microsoft Office 365, Bilingualism (English/French), Customer Service, Problem Solving
Hong Kong, China · Hybrid
Director & Legal Counsel, Corporate Governance Asia We are seeking a motivated governance professional to join our Asia team. This role is suited to someone with a solid foundation in corporate governance or company secr…
Skills: Corporate governance, Company secretarial, Regulatory compliance, Board operations, Stakeholder management
Makati City, National Capital District, Philippines · Hybrid
The Pricing Officer leads the end-to-end pricing strategy, governance, and execution across Individual Life, Health, and Group businesses, ensuring strong alignment with business strategic priorities, Financial targets a…
Skills: Insurance Pricing, Actuarial Modeling, Risk Management, IFRS 17, Financial Analysis
Ho Chi Minh City, Vietnam · On-site
As part of our Procurement transformation journey, this role is designed to elevate capability, streamline operations, and drive strategic value creation. The Procurement Manager will lead high-impact sourcing strategies…
Skills: Strategic Sourcing, Procurement Management, Contract Negotiation, Supplier Management, Digital Transformation
Boston, Massachusetts, United States · Hybrid
$73k–$122k/yr
The Customer Experience (CX) Insights Analyst plays a critical role in helping John Hancock become the #1 choice for customers by ensuring customer feedback is translated into meaningful business action. As part of the V…
Skills: Customer experience, Voice of the customer, Data analysis, NPS, Customer research
Manila, Metro Manila, Philippines · Hybrid
We’re looking for a Risk and Controls Analyst to join our Insurance Operations team at MBPS. In this role, you are expected to perform analytical document review, ensure business controls are in place and achieving targe…
Skills: Risk management, Compliance, Document review, Data analysis, Reporting
Tokyo, Japan · Hybrid
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://ww…
Skills: Promotion management, Marketing, Project management, Communication, Financial services knowledge
Special capital Region of Jakarta, Java, Indonesia · Hybrid
The Corporate Secretary and Corporate Governance Head role offers a strategic opportunity to lead and enhance our governance practices, critical to upholding our commitment to transparency and ethical leadership. This po…
Skills: Corporate governance, Board management, Regulatory compliance, Company law, OJK regulations
Hong Kong, Hong Kong Island, Hong Kong S.A.R. · Hybrid
Position Responsibilities: Reporting to Senior Director of HNW Underwriting to deliver excellency in HNW Underwriting operations.Manage all aspects of underwriting process (medical, financial, compliance and regulatory a…
Skills: Underwriting, Risk assessment, Financial underwriting, Medical underwriting, Compliance
Hong Kong, China · Hybrid
The Opportunity An opportunity to join Manulife’s Asia Regional Distribution team, playing a critical role in shaping and executing the overall strategy within a fit-for-purpose governance framework. This is an exciting …
Skills: Strategic planning, Change management, Problem solving, Stakeholder management, Agile methodology
Quebec, Quebec, Canada · Remote OK
$53k–$88k/yr
The Bilingual Annuity Service Specialist serves as a primary point of contact for Annuitants, Advisors and internal business partners, acting as a subject matter expert in the administration of Manulife’s Annuity product…
Skills: Bilingual French and English, Customer Service, Annuity Administration, Case Management, Analytical Thinking
Manila, Metro Manila, Philippines · Hybrid
Vendor Information Security Senior Analyst (Level 6) (Japanese Language Required – JLPT N1) We are seeking a highly skilled Vendor Information Security Senior Analyst (Level 6) to join the Vendor Information Security Man…
Skills: Vendor Risk Management, Information Security Risk Assessment, Stakeholder Management, IT Governance, Japanese Language Proficiency
Manila, Metro Manila, Philippines · Hybrid
We’re looking for a Manager of Information Risk Metrics, Reporting & Analytics to join our Governance, Risk and Compliance team at MBPS. This role sits within the Global Information Risk Management function. The Manager,…
Skills: Power BI, Power Apps, Power Automate, Azure, Databricks
Hong Kong, Hong Kong Island, Hong Kong S.A.R. · Hybrid
SEO/GEO Specialist (Manager) About the job Manulife is driving a multi-year digital growth agenda focused on enhancing customer experience by improving organic visibility (across both classic and AI search), raising bran…
Skills: Technical SEO, Content SEO, GEO, AEO, AXO
Toronto, Ontario, Canada · Hybrid
$129k–$223k/yr
This Director and Head, Advisor Training and Practice Management will serve as the enterprise owner for advisor capability-building, practice management standards, and field enablement programs. The role will define prio…
Skills: Wealth management, Financial advice, Advisor development, Sales enablement, Practice management
Halifax, Nova Scotia, Canada · Hybrid
$125k–$175k/yr
The Director, Underwriting Transformation & Delivery leads the execution of individual insurance underwriting transformation initiatives and oversees Underwriting's participation in product, platform, operational, and bu…
Skills: Underwriting, Business transformation, Change management, Operational improvement, Product development
Toronto, Ontario, Canada · Hybrid
$86k–$136k/yr
Solution Architect John Hancock Technology Office Are you a senior software engineer or technical lead looking to expand your influence and help shape the future of digital solutions? John Hancock Technology Office is se…
Skills: Solution architecture, Software engineering, Cloud computing, Microsoft Azure, Java
Hong Kong, China · Hybrid
Senior Manager, Distribution Marketing Communications is responsible for developing and delivering clear, consistent, and engaging communications to distributors and customers, keeping them informed of product launches a…
Skills: Communications Strategy, Content Creation, Stakeholder Management, Marketing Automation, Copywriting
Florida, United States · Remote OK
$153k–$284k/yr
Manulife Investment Management’s Private Markets business is seeking a highly experienced AVP, Head of Global Capital Formation Legal to lead its Global Capital Formation legal team, supporting a diverse range of private…
Skills: Private fund formation, Legal advisory, Capital raising, Investor negotiations, Product structuring
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The Senior Analyst is responsible for handling 24/7 customer and sales enquiries, complaints, and policy-related claims while maintaining accurate records in CRM systems. They must also collaborate with cross-functional teams to resolve complex issues and contribute to departmental KPIs and service quality improvements.
Candidates should possess a University or College degree and 2-3 years of experience in customer service, call centers, or the insurance industry. Proficiency in digital tools and CRM systems, along with strong communication and organizational skills, is required.
Manulife is a leading international financial services provider, helping people make decisions easier and lives better. Help shape the future you want to see — and discover that better can take you anywhere you want to go.
JOB DESCRIPTION
We are looking for a detail-oriented and dedicated individual to join our Contact Center team as a Customer Service Senior Analyst. In this role, you will be responsible for:
1. Daily task: This role involves:
Handling 24/7 customer and sales enquiries, requests, and complaints (especially calls related to policy benefits and claims) in a timely manner and in accordance with company policies and procedures:
Providing accurate information, appropriate solutions, and clear guidance to customers to ensure a positive service experience.
Recording, updating, and maintaining all customer interactions and case details accurately in CRM and call center systems.
Proactively identifying opportunities to enhance service quality and improve tNPS scores.
Escalating complex or exceptional cases to the Hotline Assistant Manager or relevant departments in a timely manner.
Participating in training programs, coaching sessions, team meetings, and quality improvement initiatives as assigned.
Contributing team objectives and departmental KPIs, including service level, quality, productivity, and customer satisfaction targets.
Handling multiple tasks related to customer concerns professionally, such as via call, email, live chat, … and following assigned shifts by Line Manager.
Effectively identify and address performance issues to minimize business risks, ensuring timely and efficient resolution.
Analyze operational issues and propose sustainable, long-term improvement initiatives.
Contribute to the development and enhancement of guidelines and procedures related to hotline.
Complying strictly with all operational processes, service standards, and quality requirements of the Contact Center and company.
2. Collaborate effectively with colleagues to enhance customer service quality. Coordinate cross-functional efforts (Claims, POS, NBUW, BCS, etc.) to ensure customer issues are resolved efficiently and correctly, with a particular focus on claims-related matters, to achieve departmental objectives.
3. Ensuring confidentiality and data privacy of customer information in accordance with company regulations and legal requirements.
4. Duties to support Department targets and Company objectives as and when assigned by Team leader/Line Manager.
Job Requirements:
EXPERIENCE
- University or College Degree
- Preferably 2-3 years of experience in customer service, call center, or insurance industry.
Ability to adapt to changes in workload, schedules, and customer service requirements.
Ability to handle multiple tasks simultaneously while effectively organizing daily work and managing time.
Willingness to work collaboratively with team members and contribute positively to a supportive and professional team environment.
Good attention to detail with the ability to follow procedures accurately and maintain well-organized records.
Good communication and listening skills
Customer-focused and service-oriented attitude
Strong sense of responsibility and compliance
Willingness to learn and adapt
Hard working, honesty, be able to work under high pressure
Basic understanding of insurance industry standards and regulatory requirements is an advantage
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.
This job description is not a comprehensive listing of all job duties required for this role. We reserve the right to change these duties or assign additional duties at any time with or without notice
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.
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.
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 hr@manulife.com.
Manulife is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, we operate as Manulife across our offices in Canada, Asia, and Europe, and primarily as John Hancock in the United States. We have more than 40,000 employees, over 116,000 agents serving ~34 million customers worldwide, and over $1.3 trillion in assets under management and administration. Visit www.Manulife.com to find out more. For Manulife terms of use, please visit http://bit.ly/SM_Terms
Offices: 200 Bloor St E, Toronto, Ontario M4W, CA · 223 Wai Yip St, Kwun Tong, Hong Kong, HK · 51 Bras Basah Rd, Singapore, Singapore 189554, SG · 250 Bloor St E, Toronto, ON M4W 1E6, CA · Jalan Jenderal Sudirman, Lombok Barat, West Nusa Tenggara 83311, ID
Manulife is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, we operate as Manulife across our offices in Canada, Asia, and Europe, and primarily as John Hancock in the United States. We have more than 40,000 employees, over 116,000 agents serving ~34 million customers worldwide, and over $1.3 trillion in assets under management and administration. Visit www.Manulife.com to find out more. For Manulife terms of use, please visit http://bit.ly/SM_Terms
Offices: 200 Bloor St E, Toronto, Ontario M4W, CA · 223 Wai Yip St, Kwun Tong, Hong Kong, HK · 51 Bras Basah Rd, Singapore, Singapore 189554, SG · 250 Bloor St E, Toronto, ON M4W 1E6, CA · Jalan Jenderal Sudirman, Lombok Barat, West Nusa Tenggara 83311, ID
