Are you looking for unlimited opportunities to develop and succeed? With work that challenges and makes a difference, within a flexible and supportive environment, we can help our customers achieve their dreams and aspirations.
Specific Accountabilities :
Accurately handle routine client service requests at initial point of contact utilizing administrative systems
Take a proactive role in identifying and reporting areas of continuing client concern(trends)
Identify and escalate exceptions with recommendations to appropriate resource
Educate employees at every opportunity on rationale behind policies and Manulife’s HR self-service tools such as Workday
Responsible for participating in a strong collaborative team and building customer working relationships while providing excellent customer service
Keep current with company policies, procedures and maintaining processing knowledge
Expectation of measures around accuracy and service excellence are met
Liaise with HR Partners to resolve employee issues, if necessary
Key Leader Accountabilities :
Accountable for team and department results, manage daily workflow of case management, operational staffing and effective and harmonious relationship with HR teams across Greater China.
Support staff with inquiries
Train and develop new staff
participates in the recruitment of new staff to the department
identifies roadblocks and challenges that may inhibit our ability to meet department objectives
handles escalated issues
In-charge of Monthly Quality Monitoring, Coaching, Schedule Monitoring and ad-hoc reports
Conducts Bi-Weekly Calibration Meeting
Knowledge / Skills / Competencies / Education :
Customer service focus and skills with the ability to build positive relationships between customer / company and represent Manulife’s best interests.
Commitment to achieving high levels of service excellence and ability to work independently or within a team and with direction
Excellent communications skills (verbal and written) in English and Cantonese. Mandarin is a plus
Analytical and problem-solving skills
Working knowledge of Customer Services policies, procedures and concepts
Organizational / prioritization skills to be able to work in a multitasking environment
Attention to detail
Leadership skills with the proven ability to inspire a culture of commitment
Resourceful able to source out information and have basic research skills
Problems / Challenges :
Dealing with unclear / unfamiliar expectations from clients with confidence
Manage time effectively within a high volume and fast paced structured work environment with the ability to manage conflict positively on and off the phones
Fast paced learning environment while meeting service delivery expectations
Dealing with differing opinions independently with high degree of professionalism
Ability to deal with difficult callers / situations and deliver difficult messages
Manage highly confidential information in a professional manner
Ability to prioritize workload
If you are ready to unleash your potential, it’s time to start your career with Manulife / 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 Canada, Asia, 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 2019, we had more than 35,000 employees, over 98,000 agents, and thousands of distribution partners, serving almost 30 million customers.
As of March 31, 2020, we had $1.2 trillion (US$0.8 trillion) in assets under management and administration, and in the previous 12 months we made $30.
4 billion in payments to our customers. Our principal operations are in Asia, Canada and the United States where we have served customers for more than 155 years.
We trade as 'MFC' on the Toronto, New York, and the Philippine stock exchanges and under '945' in Hong Kong.