The Manager, Policy Servicing is responsible for overseeing the day-to-day operations of policy changes, premium collection, and customer servicing for in-force policies. This role ensures high service standards, compliance with regulatory requirements, and timely processing to enhance customer satisfaction and retention.

Position Responsibilities

• Lead and manage a team responsible for customer service, policy administration, and premium collection
• Provide mentorship, training, and development opportunities to team members to enhance their skills and performance
• Set performance goals, conduct regular evaluations, and provide constructive feedback for continuous improvements
• Oversee all policy servicing activities such as changes in policy, reinstatements, cancellations, surrenders, and other in-force transactions
• Oversee all premium service activities including billing and collection, disbursement, reconciliation, and other premium related processes
• Ensure timely and accurate policy transactions in the system in accordance with company standards and regulatory requirements
• Lead service improvement initiatives to enhance customer and sales distribution experience
• Handle escalated issues related to premium and/or policy transactions discrepancies, and resolve them promptly
• Collaborate with other relevant stakeholders including underwriting, claims, IT, Finance to ensure high level of service operations standard
• Ensure all policy and premium servicing activities comply with legal, regulatory, and company standards
• Monitor and manage risks associated with policy administration, premium collections, and disbursements
• Monitor service turnaround times, volumes, and quality metrics with analyzed trends to recommend improvements

Required Qualifications:

• Bachelor’s degree in business administration, Communications, or related field
• Proven experience in insurance policy administration, premium billing, or a related area, with a minimum of 3-5 years in a supervisory or management role
• Strong knowledge of policy servicing and premium processes
• Knowledge of core insurance products, systems, and digital platforms are an advantage
• Detail oriented with strong organizational and analytical skills on detailed paper works and record setup in system
• Proficient in relevant computer applications (MS word, Excel, PowerPoint etc.…)

Preferred Qualifications

• Strong problem-solving skills and the ability to think critically and creatively for quality decisions
• Excellent communication and interpersonal skills
• A team player with ability to work independently

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.

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