Experience Inc. Jobs

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

Hybrid

Job Description

The opportunity

Responsible for holistically reviewing the customer experience-related data and metrics. Reviews, analyzes, and addresses data/feedback from vendor software platform, and any activity relating to potential fraud. Communicate any trends to management.

Responsibilities

• Input all policy change application forms in system as regulated

(Nhập toàn bộ đơn yêu cầu thay đổi vào hệ thống).

• Process and follow up policy change requests, make sure all changes are correctly completed on time.

(Thực hiện và theo dõi các tiến trình thay đổi hợp đồng theo đúng thời gian quy định).

• Check and follow up pending cases, contact with relevant departments to process these cases on time.

(Kiểm tra và theo dõi những trường hợp chưa hoàn tất, liên hệ các bộ phận liên quan để hoàn tất yêu cầu thay đổi đúng thời gian quy định).

• Control input and output correctly, carefully within the service turnaround .

(Kiểm soát hồ sơ thay đổi đã được nhập, hoàn tất chính xác, cẩn thận và đúng hạn)

• Training for new POS staff or BCS staff about procedure and guideline of policy change .

(Hướng dẫn đồng nghiệp mới/Nhân viên BCS về quy định và hướng dẫn của thay đổi hợp đồng).

• Random check/full check completed policy change request of other users.

(Kiểm tra ngẫu nhiên/toàn bộ hồ sơ thay đổi HĐ đựoc thực hiện bởi đồng nghiệp khác cùng bộ phận).

• Ensure all reports are done completely, timely & accurately

(Đảm bảo tất cả các báo cáo được thực hiện đầy đủ, kịp thời và chính xác)

• Ensure assigned projects, system development and enhancement are done completely and timely

(Đảm bảo dự án được phân công, yêu cầu phát triển hệ thống hoàn tất theo kế hoạch)

• Perform process review & randomly check Policy change activities to ensure in sync with procedure

(Rà soát quy trình công việc và kiểm tra ngẫu nhiên các hoạt động của nhóm để đảm bảo quy trình được tuân thủ)

• Other tasks are assigned by manager

(Các nhiệm vụ khác được giao bởi người quản ly)

How will you create impact?

Responsible for holistically reviewing the customer experience-related data and metrics. Reviews, analyzes, and addresses data/feedback from vendor software platform, and any activity relating to potential fraud. Communicate any trends to management.

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

• Minimum 2 years Industry experience preferred

• Post-secondary education, preferred

• Knowledge of VERINT call monitoring platform preferred

• High level of accuracy, attention to detail, and strong organizational skills

• Proficiency with Microsoft Office Suite Organized, able to multi-task and work in a fast-paced, constantly changing environment – both independently and as part of a team

• Ability to think independently

• Ability to prioritize work requests. Display of time management capabilities

• Thorough understanding of Transfer Agent policies and procedures regarding confidentiality of information, processing timeliness and accuracy.

• Excellent verbal and written communication skills

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 .