Executive, Concierge

Job Overview

This role involves comprehensive management of service transactions both before and after sale, aimed at facilitating seamless and prompt services for Financial Representatives and clients concerning new applications and existing policies.

Key Responsibilities

• Manage the entire lifecycle of service cases including pre-sale and post-sale activities.
• Pre-sale collaboration with Financial Representatives, Business Development Managers, New Business & Underwriting, and Legal & Compliance teams to understand and collect necessary financial, medical, and other documentation critical for policy issuance, accompanied by proactive status communication.
• Support High Net Worth (HNW) business by maintaining regular discussions with Financial Representatives, clarifying underwriting standards, reviewing appeals, and advising partners.
• Post-sale coordination with Distribution Partners, Policy Services, Product & Pricing, Client Services, and Claims teams to manage inforce policy requests such as policy amendments, illustrations, and claims, ensuring clear communication for first-time resolution and continuous updates.
• Manage overall processes for post-sales transactions specifically related to HNW business.
• Consistently monitor and promptly respond to incoming requests, track ad-hoc demands, and maintain detailed reporting including daily, weekly, and monthly summaries on case status, submissions, withdrawals, and Service Level Agreement adherence.
• Prepare and maintain monthly pipeline reports for critical cases required by New Business & Underwriting teams.
• Participate regularly in team meetings to update on pertinent matters.
• Perform careful screening of submitted documents before registration for processing and ensure proper filing and document archival.
• Manage appeals by coordinating with New Business, Underwriting, and Policy Servicing teams and ensuring timely document processing.
• Address queries related to third-party services and all matters concerning policy issuance and servicing.
• Conduct mandatory enhanced due diligence and Anti-Money Laundering (AML) checks prior to policy issuance, verifying receipt of premiums and original documents.
• Follow up on outstanding requirements and appeals related to operations.
• Review and implement work process improvements to increase operational efficiency.
• Assist with onboarding of new banking partners.
• Conduct training sessions on operations for internal staff, Financial Representatives, and partners.
• Handle additional tasks as assigned and coordinate with internal teams to provide accurate, timely information.
• Ensure close follow-up on cases requiring Legal & Compliance review.

Required Qualifications

• Diploma or Degree from an accredited institution or university.
• At least five years of professional experience, with roughly three years in the insurance sector.
• Strong service orientation with excellent organizational and multitasking capabilities.
• Effective communicator with proficiency in verbal, written, and presentation skills.
• Ability to adapt flexibly within a dynamic and fast-paced environment.
• Knowledge of financial services and sales professional requirements is beneficial.
• Experience in front-facing roles is considered an advantage.

Work Environment and Culture

• Opportunities for career advancement supported by a culture of learning and growth.
• Flexible working conditions prioritizing employee wellbeing and inclusivity.
• A global and diverse team environment focusing on shaping future priorities.

Company Information and Equal Opportunity

Manulife Financial Corporation is a prominent international financial services firm dedicated to simplifying clients’ decisions and improving lives globally.

The company prioritizes diversity and inclusion, employing fair hiring, retention, and promotion practices without discrimination on any protected grounds under applicable law.

Reasonable accommodations during the hiring process are available to ensure equal employment access.

Work Arrangement

This position is a full-time onsite role based in Singapore, with hybrid working arrangements possible.