The Team lead will manage the Billing and Collection (B&C) Team to ensure smooth and continuous support to the account management team in all concerns related to billing and collection services as part of the after-sales transactions of our Distribution Channels under Corporate Solutions, namely Brokers, Direct, Agency, Manulife China Bank (MCBL) and Alternative Distribution.  The main accountability is to ensure that the B&C Team is able to provide timely release of SOAs, timely collections of account receivables, and timely submission of reports. He/ She is also responsible for the effective and efficient performance of the team and maintains good relationships with both internal and external customers

Position Responsibilities:

ADMINISTRATIVE:

• Manages the efficient performance of the billing and collection team by ensuring the achievement of the unit’s KPIs, which shall include strict observance of the agreed service level agreement (SLAs), turn-around time (TATs), accuracy rate, and delivery rate. This shall also include the 95% delivery of billing submissions, premium collections and payments posting.
• Identify process pain points and recommend process improvements.
• Maintain good relationships with both internal and external clients.
• Attend meetings both with internal and external clients related to billing and collection concerns.
• Identifies and resolves escalated concerns raised by the clients.
• Attends to any system enhancement testing and regression.
• Other tasks that may be assigned from time to time.

BILLING:

• Prepares and reviews the accuracy of billing statements being prepared by the team prior to releasing them to the clients.
• Ensures the timely release of billings/statements of accounts (initial, renewal, adjustment, and modal) of the B&C Team.
• Monitors and assists with billing reconciliation with group policyholders.
• Review and Monitor team performance based on the standard turn-around-time (TAT) submissions.
• Prepares weekly and monthly reports related to billing submissions.
• Closely coordinate and provide reports to the Group Accounts Management and New Business Teams regarding submitted billing statements.

COLLECTION:

• Monitor the team's collection activities and review the Account Receivables (AR) aging.
• Closely coordinate and provide reports to the Group Accounts Management and New Business Teams about the submitted billing statements.
• Ensures team’s timely posting/uploading of batch loading and record collections.
• Submit regular reports on the status of unpaid accounts and any repayment progress.
• Ensures team’s submission of payment reminder, suspension, and termination notices to all delinquent group policyholders.
• Assists escalated payment and system-related concerns/issues (if any) that need immediate coordination with bank partners, other payment channels, and the IS team.
• Records pertinent data on collection efforts and customer financial status in the database.
• Closely coordinate and provide reports to the Group Accounts Management and New Business Teams regarding premiums collected and posted payments.
• Performs other related duties as assigned.

Required Qualifications:

• College graduate of any Business course, preferably BS in Accountancy or Finance
• Minimum of five (5) years work-related exposure.
• Preferably with three (3) years in a managerial position.
• Extensive experience in billing, accounts receivable, or collections roles in the insurance industry.
• Excellent customer service orientation
• Certified Public Accountant is a plus
• Proficiency in MS Office, notably MS Excel and PowerPoint

Preferred Qualifications:

• Team player
• Customer service oriented
• Continuous Improvement Orientation
• Strong analytical skills
• Excellent communication and interpersonal skills

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 recruitment@manulife.com.