Job Information
Manulife Executive, Client Service-1 in Singapore
We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive. Discover how you can grow your career, make impact and drive real change with our Winning Team today.
Working Arrangement
In Office
Job Description
The opportunity
The customer is the focus of everything we do, and millions of end users rely on our products daily. We believe in the value of empowering Client Service Executive with the resources to solve critical problems for the future of our business, which is why we need you.
How will you create impact?
Manulife Client Services is seeking a service oriented, who is obsessed with delivering value, is forward-thinking, and ensure the delivery of great customer service experience to our valuable customers.
Responsibilities
Individual Accountabilities:
Executing with Excellence – our customers are important. Emphasis on processing transactions with accuracy and timeliness
Handle calls from customers
Trouble shoot and/or assist in the resolution of incomplete paperwork
Provide operational support to clients, field force & other business areas via email and telephone
Compelling Communication. This includes all email conversations as well as verbal conversations with all peers and associates within other departments
Respond to inquiries immediately (within 24 hours or less). If research is required, respond immediately with an acknowledgement of request and provide an estimate of resolution turn around. Accountable for complete resolution and/or proper hand-off
Act as a liaison between Business, Control Team and IT as wells as various external banking vendors.
Detection and reporting of suspect activity
Adherence to compliance and legal standards
Ensure client’s PII are handled within the Company’s Clean Desk Policy
Ensure all variable transactions are processed using the correct effective date.
Completion of corporate mandated training in Compass by due date(s)
Compilation of data, policy information for internal and external audits
Assist management with solving complex issues
Checks, Wire and Manual payments should be processed within established SLA’s
Alert Management as needed relative to requests for escalation or particularly urgent cases
Make sure comments are inputted into AWD and that copies of all correspondence and other pertinent information are sent to EFS for imaging
AWD requests should be processed within established SLA’s
Cross Training and personal career development
Provide consultation to business individuals/teams and day to day coaching of internal team members where applicable.
Understand the broad implications of changes on the business unit and translating them into a training solution.
Meet project deliverables through negotiating and influencing supervisors/managers who are focused on day to day requirements.
Identify & report operation, typically adverse trends such as processing errors, inefficient procedures and provide suggestions for improvement/resolution.
Responsible for quality and metrics reporting
Participation in department projects and other initiatives
Data collection for audit requests (38a-1, SOX, etc)
What motivates you?
You obsess about customers, listen, engage and act for their benefit.
You think big, with curiosity to discover ways to use your agile approach and enable business outcomes.
You thrive in teams and enjoy getting things done together.
You take ownership and build solutions, focusing on what matters.
You do what is right, work with integrity and speak up.
You share your humanity, helping us build a diverse and inclusive work environment for everyone.
What we are looking for
Diploma or Bachelor's Degree
4-6 years previous industry experience preferred
The individual must be very proficient in Excel, Microsoft Word, PowerPoint and Access Databases.
Expertise in organizational skills to be able to work in a multitasking fast paced work environment.
Strong analytical skills – ability to handle complex casework
Demonstrated passion for providing client centric solutions
Ability to work independently in a fast-paced environment
Excellent presentation, facilitation skills and strong interpersonal skills
Excellent written and verbal communications skills, proof reading skills, and documentation skills
Consistent demonstrated use of good judgment and professionalism when dealing with sensitive, confidential matters
Attention to detail
Ability to create and maintain strong working relationships with all levels of employees
Ability to be flexible and adaptable when dealing with change
Strong analytical skills – ability to handle complex casework
Demonstrated passion for providing client centric solutions
Ability to work independently in a fast-paced environment
Day to Day operational decision-making authority
Decisions at this position are made using judgment based on skills and knowledge already developed
Decisions beyond normal day to day may require escalation to management
Managing projects and major deliverables
What can we offer you?
A competitive salary and benefits packages.
A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills.
A focus on growing your career path with us.
Flexible work policies and strong work-life balance.
Professional development and leadership opportunities.
Our commitment to you
Values-first cultureWe lead with our Values every day and bring them to life together.
Boundless opportunityWe create opportunities to learn and grow at every stage of your career.
Continuous innovationWe invite you to help redefine the future of financial services.
Delivering the promise of Diversity, Equity and InclusionWe foster an inclusive workplace where everyone thrives.
Championing Corporate CitizenshipWe build a business that benefits all stakeholders and has a positive social and environmental impact.
About Manulife and John Hancock
Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Asia, Canada, and Europe, and primarily as John Hancock in the United States. We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups and institutions. At the end of 2022, we had more than 40,000 employees, over 116,000 agents, and thousands of distribution partners, serving over 34 million customers. At the end of 2022, we had $1.3 trillion (US$1.0 trillion) in assets under management and administration, including total invested assets of $0.4 trillion (US $0.3 trillion), and segregated funds net assets of $0.3 trillion (US$0.3 trillion). We trade as ‘MFC’ on the Toronto, New York, and the Philippine stock exchanges, and under ‘945’ in Hong Kong.
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 .