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 [email protected].