Executive, Concierge, Singapore

The incumbent will be responsible for the case management of pre/post sale service transactions, supporting Operations to ensure a smooth, timely, and positive service experience for the Financial representatives and clients for new submissions and existing policies.

• End-to-End Case Management
  • Pre‑sale: Liaise with the Financial Representatives, Business Development Managers, New Business & Underwriting, and Legal & Compliance teams to assist with understanding and gathering required financial and medical documents, underwriting requirements and other necessary documents, especially critical for policy issuance. Provide 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: Liaise with the Distribution Partners, Policy Services, Product & Pricing teams, Client Services and Claims teams on in‑force policy requests, including policy changes, in‑force illustrations, claims and other post‑sales related transactions. Provide clear information on the necessary requirements to allow one‑touch resolution. Provide ongoing and proactive status updates.
  • For HNW Business: Facilitate the overall processes for post‑sales transactions.
• Reporting
  • Consistently and accurately track incoming requests from internal and external stakeholders and ensure that the requests are answered promptly.
  • 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; when management’s expectations are not met, highlight root causes where appropriate.
  • Prepare monthly pipeline cases for reporting purposes and focus list for the New Business & Underwriting team that are critical for policy issuance.
  • Participate in regular team huddles and provide important updates where applicable.
• 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 or 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.
  • Complete 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.

• 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.

Hybrid

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 .