The Group Administration Account Manager will be responsible for building and maintaining relationships with Group Customers to ensure existing clients are satisfied with the products and services offered by Manulife. Will be in charge of managing Account Specialists and the whole New Business Team who will be mere responsible in the policy issuance of all newly captured corporate accounts in various distribution channels. To liaise between internal departments (Sales, Group Admin, Pricing, and Underwriting) to ensure that client needs are fulfilled effectively.  Responsible for ensuring that Manulife will fulfill the contractual obligations such as the timely release of the Master Policy of the account, payments are paid upon issuance, new business requirements are submitted completely, and policy contracts and individual certificates are delivered on time.

Position Responsibilities:

• Manage Account Specialists assigned under New Business Team.
• Responsible for the timely and accurate processing of newly captured corporate accounts, such as review of AML, KYC, and Corporate documents, initial billing, and coordinating with the proper distribution channel/customer contact person on any requirement or clarification.  This shall be based on the agreed service level agreement and standards.
• Oversee coordination on underwriting requirements applicable to certain cases.  Ensure that proper communication is being done with the sales counterparts and customers, along with monitoring compliance.
• Ensures strict compliance of all new business accounts to the Anti-money laundering (AML) guidelines prior to policy issuance.  
• Collaborates with the other units within Operations, Finance, Partnership Distribution, Agency, and MCBL to ensure that the committed service levels are adhered to and/or reviewed in a timely manner.
• Manages the achievement of the unit’s KPIs, which shall include service level agreement achievement rate/TAT, accuracy rate, and delivery success rate.  This shall also include the 90% policy issuance within the agreed turn-around-time.
• Handle reporting requirements that shall include dashboards, aging report, pending requirements, performance review report and the like.
• Shall be responsible in the development plan of the team by providing guidance and proper mentoring/coaching to his/her team members whenever necessary.
• Conducts business reviews to ensure clients are satisfied with our products and services.
• Attend meetings with clients to build relationships with existing accounts.
• Alerting the sales team to opportunities for further sales within key clients.
• Escalating and resolving areas of concern as raised by clients.
• Provide immediate resolution to clients and agents’ inquiries and complaints.
• Helps manages the achievement of the unit’s KPIs which shall include service level agreement achievement rate/TAT, accuracy rate and delivery success rate.  This shall also include the 90% performance review of his/her total portfolio of newly captured group business.
•  Attends System enhancement testing and regression
• Other tasks that may be assigned from time to time.

Required Qualifications:

• Graduate of a business course, preferably Business Administration/ Accounting/Finance.

• At least 3-5 years relevant experience in Group sales and/or administration.  2 years of which must be in the managerial level.
• Strong Group Operations background
• Excellent customer service orientation
• Preferably with Basic LOMA course taken and passed
• 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
• Analytical skills
• Creative Problem Solving Skills
• Pro Active thinking
• Effective Communication (both spoken and written)
• Proven leadership 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.