The opportunity

The primary focus of the role is to own all claims intake channels & make it easy for our customers to submit claims, and efficient for our business to adjudicate them. This team provides support for new and existing customers offering smooth implementations, customized claims solutions and complaint resolution. The leader is responsible for identifying and driving process changes that result in an enhanced member experience, and significant cost savings. This requires thoughtful and effective management of administrative rules aligned with legislative requirements and business trends. Effective training and communication for the claims teams is important to service delivery.

Position Responsibilities:

Client Relationship Management and Service Warranty

• Process changes that result in enhanced member experiences and significant cost savings

  Identify innovative solutions to support customized plan sponsor requests

  Collaborate with the Regional Group Offices across Asia to foster and maintain a positive and professional relationship with our Clients

  Deliver excellent service for new and existing customers by attending client meetings, building creative customer solutions, resolving customer complaints and collaborating across business functions

  Monitor and report on performance against Service Level Agreements

  Formulate a Customer Service approach into Claims Adjudication Practices and Staff.

  Manage responses to escalated complaints received from the Executive Office, the Client Relations team, and other sources

  Communicate directly with customers as required to provide effective resolution to customer concerns.

  Analysis and statistical reporting on claim service questions

  Consult with other areas on current product and services available that will provide the customer with the desired outcome from a Claims processing perspective

  Increase customer satisfaction and retention by establishing standards and performance expectations that promote a culture of business excellence, customer service and teamwork

  Process Design, Training and Documentation

  Accountable to ensure consistent roll out of all process and workflow changes and maintenance of those processes

  Collaborate with claims leaders to deliver consistent processing of Health and Life Claims in Manulife Philippines and Outsourcing Partners.

  Own the training curriculum and programs to ensure staff are effectively trained and have the current knowledge about work processes, business rules, products and provisions

  Claims Excellence

  Develop and implement business rules that result in a positive claims experience, address legislative changes, reduce financial risk, leverage new and emerging technology, support new product development, and reduce claims abuse

  Governance of practical cost effective drugs, extended health care business rules used by all stakeholders and service partners

  Provide senior technical expertise to the Management team, claims staff, and other key business partners including Product, Pricing, Communications, Underwriting, and the various Sales teams

  Consult with Plan Sponsors as required, support legal cases

  Represent Manulife on industry committee’s

  Budget Management

  Direct ownership for Claims support budget

  Identify efficiency opportunities for Claims through outsourcing opportunities, system enhancements, external software applications and new processes

  Leadership

  Excel at leading, coaching, mentoring and training a diverse team of leaders and specialists

  Create a culture eager for change and continuous improvement

  Foster an environment that continually seeks and implements opportunities to improve the customer experience, increase efficiencies, and develop an exceptional experience through digitization or automation

  Develop an effective organization which optimizes resources to meet the needs of a rapidly changing and evolving business unit

  Effectively lead team and build a culture of collaboration

  Create an environment of trust and collaboration across teams and functions. Work with the team to adjust business solutions and enhance the customer experience through creative use of technology, training and customized solutions

  Strive to champion a positive results-oriented culture that encourages innovation and risk taking in developing effective solutions.

  Shared Responsibilities

  Assist in management of claims experience – limit claims gain through effective management of administrative practices

  Contribute to over risk management strategy, Customer Experience projects and initiatives, new products, legislative changes, management of TAT and Quality related to claims

How will you create impact?

The role will report to the Chief Operations Officer.

What we are looking for

• Extensive Health and Life insurance benefit knowledge and experience  

• Excellent leadership skills with ability to manage fluctuating workloads easily

• Experience in managing an operational area. 

• Conflict resolution skills

• Excellent oral and written communication skills 

• Superior research, planning and analytical skills 

• Excellent negotiation and influencing skills

• Strong relationship building and relationship management skills 

• Excellent customer service skills 

• Good grasp of project management process including analysis and project management functions 

• Ability to think strategically 

• Ability to work independently and lead remote teams Excellent change management & time management skills 

• Ability to network effectively both internally and externally with service providers, field staff, senior management

• Strong presentation 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 culture
  We lead with our Values every day and bring them to life together.
• Boundless opportunity
  We create opportunities to learn and grow at every stage of your career.
• Continuous innovation
  We invite you to help redefine the future of financial services.
• Delivering the promise of Diversity, Equity and Inclusion
  We foster an inclusive workplace where everyone thrives.
• Championing Corporate Citizenship
  We 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 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 [email protected].

Hybrid