Executive, Concierge

Role overview

This position is focused on managing service cases across the full policy journey, from pre-sale to post-sale. The role supports Operations in delivering a smooth, prompt, and positive experience for financial representatives and clients handling new business submissions and active policies.

What you will do

• Own service cases from start to finish, covering both pre-sale and post-sale activities.
• Coordinate with Financial Representatives, Business Development Managers, New Business and Underwriting, Legal and Compliance, Policy Services, Product and Pricing, Client Services, and Claims teams to move cases forward.
• Help gather required financial, medical, and other supporting documents needed for underwriting and policy issuance.
• Keep stakeholders updated proactively on case progress and next steps.
• For high-net-worth business, discuss cases regularly with Financial Representatives, clarify underwriting requirements and decisions, and act as the first point of review for appeals.
• Manage post-sale requests such as policy changes, in-force illustrations, claims-related matters, and other servicing transactions.
• Support one-touch resolution by clearly outlining what is needed to complete requests.
• Track and log incoming requests accurately and ensure timely responses.
• Maintain daily, weekly, and monthly reports covering outstanding matters, submissions, withdrawals, feedback, and service-level performance.
• Escalate root causes when service expectations are not being met.
• Prepare monthly pipeline case reports and focus lists for the New Business and Underwriting team where policy issuance is critical.
• Record ad-hoc requests and ensure they are handled end to end.
• Take part in team huddles and share relevant updates.
• Screen documents before they are entered into AWD for processing.
• Organize and archive documents received by the team.
• Handle appeals and collect responses from the New Business, Underwriting, and Policy Servicing teams.
• Respond to questions related to third-party services and policy issuance or servicing matters.
• Carry out enhanced due diligence and AML checks before policy issuance.
• Ensure contracts are issued only after premiums and required original documents are received.
• Follow up on outstanding items and appeals related to Operations.
• Review workflow improvements to increase efficiency and effectiveness.
• Support onboarding of new banks.
• Deliver Operations-related training to internal stakeholders, financial representatives, and partners.
• Handle other assigned tasks as needed.
• Work with internal teams to provide accurate and timely information.
• Maintain close follow-up on cases needing Legal and Compliance review.

Requirements

• A diploma or degree from a recognized college, university, or institution.
• At least 5 years of total work experience, including about 3 years in insurance.
• Strong service mindset with excellent organization and multitasking ability.
• Good verbal, written, and presentation communication skills.
• Comfortable working in a fast-moving environment that changes often.
• Helpful to have knowledge of financial services and the needs of sales professionals.
• Front-facing customer or stakeholder experience is an added advantage.

Additional information

Working arrangement: hybrid.

About the employer

Manulife is a global financial services company. It describes itself as an inclusive employer committed to equal opportunity, fair recruitment, and accessibility. Applicants may request reasonable accommodation during the application process by contacting hr@manulife.com.