Data Management Unit Officer

To provide customer with the best satisfaction, our main purpose to build-up a winning team with strong commitment and dedication from the key persons who can make great efforts in effectively handling the daily work of policy servicing and reach all the KPI setting. Suitable candidate is expected to obtain the following qualifications:

• Receiving customer requests of all types, scanning the image, registering in Service tracking and assigning the service request to appointed PS person in charge for further processing.
• Checking & loading daily the claim online submission, registering in Service tracking and assigning the service request to appointed Claim person in charge for further processing.
• Running daily report of all correspondences printing daily for controlling the volumes need to print out and sending to customers.
• Printing, wrapping and delivering all daily correspondences to courier vendor as per TAT and SOP.
• Clearing pending service requests within TAT as per SOP; control the quality of work.
• Cooperating closely with IT to ensure the efficiency of document printing and scanning before delivering to customers/relevant departments.
• Taking another additional tasks as assigned by Team leader and Manager.

Responsibilities:

• Liaises with other functional departments (Front desk, Customer Service, Underwriting, Actuarial, IT…) to handle customer’ requests relating to DMU.

• Attain decision making and problem solving in complicated scenarios and contexts regarding customer complaint to get exceptional approval to final the issues.

• Coordinates with subordinates on preparing User requirements and performing UAT testing for system changes or enhancements if assigned.
• Report directly to Team leader/Manager of Policy change team and Head of Policy Service.

Accountabilities (Individual / Shared):

• Take good control on the volume of around 100 documents or 400 correspondences per day.
• Be challenge in handling complaint cases regarding to Policy Change and Admin work to get customer’s satisfaction at final.
• Attain decision making and problem solving in complicated scenarios and contexts regarding system fixing and enhancement.

Knowledge/Skills/Competencies/Education:

• University degree
• At least 3 years' experience in operation department of life insurance company; preferably having experience in admin work and document scanning.
• Negotiating and team working skills
• Good communication & relationship skills with internal and external people

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.

Working Arrangement