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. 

Hybrid

Job Description

The opportunity

The Distribution Care Senior Analyst will help ensure delivery of high-quality service to distributors in an efficient manner and within agreed turn-around time.

Responsibilities

• Handle distributor inquiries, issues, and complaints, provide appropriate solutions and alternatives within the prescribed time limits, and follow up to ensure resolution.
• Provide accurate, valid and complete information in a timely manner by referring to company policies and procedures or the appropriate handling department.
• Identify and assess distributor needs to achieve distributor satisfaction.
• Keep records of distributor interactions and gather and report distributor feedback to serve as management insights.
• Follow communication procedures, guidelines, and policies.
• Effectively liaise and collaborate with the customer services department and other agency business units.
• Utilize the CRM system to manage the functions of receiving, assessing, analyzing, resolving, and documenting distributor issues and complaints in accordance with agreed requirements.
• Maintain a high degree of confidentiality and judgment in dealing with sensitive information
• Ensure excellent service standards, respond efficiently to distributor inquiries, and maintain a high satisfaction rate.
• Investigate through escalation in case information is not at hand to answer distributor inquiries or resolve complaints/issues.

How will you create impact?

The position will report to Head of Distributor Care and Engagement and will focus on distributor issues, concerns and complaints that will drive improvement in distributor experience and engagement.

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

• Customer support experience or experience as a customer / client services representative in a Life insurance setting.
• Understanding of sales operations an advantage.
• Familiarity with CRM systems and practices
• Customer centric orientation and ability to adapt/respond to different types of characters
• Excellent communication skills through various channels.
• Strong analytical, research, problem solving, decision-making, organization, and conflict resolution skills.
• Ability to multi-task, prioritize, and manage time effectively
• Positive, patient, empathetic, and professional.
• Able to work under pressure.
• Any 4-year university course. Business-related course an advantage.

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 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 [email protected].