We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive. Discover how you can grow your career, make impact and drive real change with our Winning Team today.

Working Arrangement

Hybrid

Job Description

The opportunity

The Head of Claims Support is responsible for overseeing the Claims Customer Service, Claims Service Support, Quality Control, Reports and Disbursements Teams.

Responsibilities

• Oversee the performance of the Claims Support team and ensure that target metrics and service levels are met.

• Strictly monitor accuracy of disbursements and ensure compliance with targets.

• Conduct regular meetings (group and/or individual), ensure open communication among team members and drive engagement.

• Conduct periodic performance reviews and provide feedback to team members.

• Coach and mentor members of the team as required.

• Identify training needs based on results of performance reviews and develop the corresponding training plan.

• Continuously review and update the Standard Operating Procedures (SOPs) and scripts based on changes in systems and processes and ensure common understanding among team members.

• Collaborate with key stakeholders and drive process changes aimed at improving the overall customer experience and increasing productivity.

• Identify bottlenecks and redundancies in systems and processes and suggest improvements.

• Participate in digital initiatives and ensure that requirements are clearly and completely identified.

• Ensure that quality checking is consistently, efficiently, and effectively done and all applicable reports are accurate, updated and submitted on time.

• Regularly review and update QC standards based on actual experience.

• Ensure that the team is compliant with Records Management Policies and Procedures and other Compliance Requirements

• Review and update the email templates and scripts used by the Claims Customer Service and Claims Service Support teams.

• Provide support and training to team members.

• Engage with key stakeholders to identify pain points and areas for improvement.

• Coordinate with stakeholders to resolve claims complaints.

• Monitor the team’s compliance to mandatory trainings

• Escalate potential risks and recommend appropriate action

How will you create impact?

The role directly reports to the Head of Claims Value Stream.

What motivates you?

• You obsess about customers, listen, engage and act for their benefit.

• You think big, with curiosity to discover ways to use your agile approach and enable business outcomes.

• You thrive in teams and enjoy getting things done together.

• You take ownership and build solutions, focusing on what matters.

• You do what is right, work with integrity and speak up.

• You share your humanity, helping us build a diverse and inclusive work environment for everyone.

What we are looking for

• Graduate of any four-year course,

• With at least seven (7) years of managerial experience in claims and/or customer service in the life insurance industry,

• Knowledge in MS Office, exams and/or industry certifications (LOMA).

• Excellent leadership skills and high level of attention to detail and accuracy

• Highly analytical

• Excellent communication skills (verbal and written) and good presentation skills

• Proactively identify bottlenecks, recommend and implement improvements in systems and processes.

• Able to spot trends in error drivers and provide timely feedback to concerned personnel.

• Understands the rationale behind processes and controls implemented and can communicate it clearly to peers and downlines.

• Can lead a team of at least ten people and drive collaboration and engagement.

• Should have demonstrated excellent problem-solving and decision-making skills.

What can we offer you?

• A competitive salary and benefits packages.

• A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills.

• A focus on growing your career path with us.

• Flexible work policies and strong work-life balance.

• Professional development and leadership opportunities.

Our commitment to you

• Values-first cultureWe lead with our Values every day and bring them to life together.

• Boundless opportunityWe create opportunities to learn and grow at every stage of your career.

• Continuous innovationWe invite you to help redefine the future of financial services.

• Delivering the promise of Diversity, Equity and InclusionWe foster an inclusive workplace where everyone thrives.

• Championing Corporate CitizenshipWe build a business that benefits all stakeholders and has a positive social and environmental impact.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Asia, Canada, and Europe, and primarily as John Hancock in the United States. We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups and institutions. At the end of 2022, we had more than 40,000 employees, over 116,000 agents, and thousands of distribution partners, serving over 34 million customers. At the end of 2022, we had $1.3 trillion (US$1.0 trillion) in assets under management and administration, including total invested assets of $0.4 trillion (US $0.3 trillion), and segregated funds net assets of $0.3 trillion (US$0.3 trillion). We trade as ‘MFC’ on the Toronto, New York, and the Philippine stock exchanges, and under ‘945’ in Hong Kong.

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 .