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Job Title :
Case Management (Middle Office)
Job ID :
Category :
Business Operations
Location :
SGP, Singapore SG
Job Type :
Full Time
Posted On :
Job Description :

Are you looking for unlimited opportunities to develop and succeed? With work that challenges and makes a difference, within a flexible and supportive environment, we can help our customers achieve their dreams and aspirations.

Job Summary:

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

Job Description:
  • The Case Manager is responsible for overseeing the service aspects throughout the case lifecycle (pre- and post-sale) 
    • Pre-sale: 
      • The Case Manager will liaise with the Financial Representatives, Business Development Managers, New Business & Underwriting and Legal & Compliance teams to assist with understanding and gathering of required financial and medical documents, underwriting requirements and other necessary documents, especially critical for policy issuance. Responsible for ongoing and proactive status updates.
    • Post-sale: 
      • The Case Manager will liaise with the Distribution Partners, Policy Services,  Client Services and Claims teams on inforce policy requests, including policy changes, inforce illustrations, claims and other post-sales related transactions. Provides clear information on the necessary requirements to allow for one-touch resolution. Responsible for ongoing and proactive status updates 
  • Reporting 
    • Consistently and accurately track incoming requests from internal and external stakeholders 
    • Maintain daily/weekly/monthly reports, as required, for the tracking of outstanding issues, submissions, feedback and overall adherence to Service Level Agreement; where management’s expectations are not met, highlight their root causes, where appropriate 
  • 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 underwriting response from the New Business & Underwriting team; ensure documents received are forwarded to the underwriters promptly
    • Attend to queries relating to clients’ medical bills and verify against internal records before sending it to New Business for processing 
    • Ensure contracts are issued upon receipt of premiums and required original documents 
    • Follow up on outstanding requirements 
    • Any tasks delegated from time to time

Job Requirements:
  • Diploma/Degree from any recognized institution/university
  • Minimum 5 years working experience
  • Minimum 3 years insurance industry experience
  • Highly service-oriented, organized, and able to multi-task
  • Strong communication skills (verbal, written and presentation)
  • Understanding of financial services and the needs of sales professionals is an advantage
  • Flexible and able to adapt in a fast-paced and changing environment
About Manulife

Manulife Financial Corporation is a leading international financial services group that helps people achieve their dreams and aspirations by putting customers' needs first and providing the right advice and solutions. We operate as John Hancock in the United States and Manulife elsewhere. We provide financial advice, insurance, as well as wealth and asset management solutions for individuals, groups and institutions. At the end of 2016, we had approximately 35,000 employees, 70,000 agents, and thousands of distribution partners, serving more than 22 million customers. At the end of 2016, we had $977 billion (US$728 billion) in assets under management and administration, and in the previous 12 months we made almost $26 billion in payments to our customers. 

Our principal operations are in Asia, Canada and the United States where we have served customers for more than 100 years. With our global headquarters in Toronto, Canada, we trade as 'MFC' on the Toronto, New York, and the Philippine stock exchanges and under '945' in Hong Kong.

Manulife is committed to supporting a culture of diversity and accessibility across the organization.   It is our priority to remove barriers to provide equal access to employment.  A Human Resources representative will consult with applicants contacted to participate at any stage of the recruitment process who request an accommodation. Information received regarding the accommodation needs of applicants will be addressed confidentially.

Business Operations
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