Corporate Accounts, Team Lead, Sr. Manager Fulfilment Team

The is responsible for overseeing the end-to-end operational processes related to group insurance administration, ensuring efficiency, accuracy, and compliance with company policies and regulatory standards. This role provides leadership to the Operations Specialists and ensures seamless policy servicing, underwriting support, claims processing, financial transactions, and client servicing. The Group Operations Team Lead, Sr./Manager also plays a key role in optimizing workflows, driving process improvements, and collaborating with internal and external stakeholders to enhance service delivery and client satisfaction

Position Responsibilities:

1. Team Leadership & Process Management

• Supervise and manage the Operations Specialists, ensuring efficient workflow, task delegation, and performance monitoring.

• Develop and implement standard operating procedures (SOPs) to improve efficiency and minimize errors.

• Ensure timely and accurate processing of policy administration tasks, including member movements, underwriting support, and policy renewal process.

• Oversee claims member confirmation, experience refunds, premium refunds, and payment postings, ensuring compliance with financial and policy regulatory requirements.

• Manage the processing of reinsurance (RI) reports and valuation reports in coordination with the relevant teams.

• Ensure all certificates, endorsements, and policy documents are issued, updated, and maintained in a timely manner.

• Review and approve business transfer (TOB) requests, ensuring smooth policy transitions.

2. Operational Efficiency & Compliance

• Monitor adherence to service level agreements (SLAs) and regulatory requirements, ensuring compliance with insurance industry standards.

• Identify areas for process improvements, implement best practices, and leverage technology for greater efficiency.

• Conduct quality control checks to minimize errors and ensure accuracy in all operational transactions.

• Ensure compliance with internal controls, risk management policies, and data protection guidelines.

3. Financial & Reporting Responsibilities

• Oversee payment processing and financial transactions, including experience refund computations and premium postings.

• Ensure timely preparation and submission of APE increment reporting, GCL list reconciliations, and other financial reports.

• Coordinate with finance for the accurate request and processing of Certificate of Withholding Tax (CWT) from clients.

• Review and approve business transfer (TOB) requests, ensuring smooth policy transitions.

4. Stakeholder Coordination & Client Support

• Act as the primary escalation point for complex operational issues and resolve them effectively.

• Work closely with middle office, underwriting, claims, and finance teams to ensure seamless service delivery.

• Support the sales and middle office teams by providing insights into operational efficiencies and potential process enhancements.

• Ensure a high level of client satisfaction by addressing inquiries, concerns, and service requests promptly.

Individual Accountabilities:

• Ensure operational processes are executed with accuracy, timeliness, and compliance with regulatory and company standards.

• Drive process automation and continuous improvement initiatives to enhance operational efficiency.

• Monitor key performance indicators (KPIs) and implement corrective measures to improve team performance.

• Provide coaching, mentoring, and training to Group Operations Specialists to enhance their technical and professional development.

• Maintain up-to-date knowledge of insurance regulations, industry trends, and best practices to ensure continuous improvement.

• Conduct regular performance reviews and provide constructive feedback to the team.

Key Shared Accountabilities:

• Work collaboratively with the Underwriting Team to ensure smooth processing of member applications and risk assessments.

• Partner with the Claims Team to ensure timely member confirmations.

• Coordinate with the Finance Team on premium postings, payment reconciliations, and tax-related transactions.

• Collaborate with the Actuarial and Reinsurance Teams for accurate valuation reporting and risk management.

• Support the Sales and Middle Office Teams by providing operational insights and addressing client concerns.

• Engage with regulatory bodies, auditors, and external partners to ensure compliance and best practices in insurance operations.

• Maintain strong relationships with direct clients, brokers, bancassurance, and agency channels to uphold service excellence.

Required Qualifications:

• College graduate of any 4year course

• Requires 3-4 years of Group Accounts Management and/or Operations experience 2 of which is being a manager on the said functions.

• Excellent customer service orientation

• Preferably with Basic LOMA course taken and passed

• Proficiency in MS Office notably MS Excel

Preferred Qualifications:

• Team player

• Customer service oriented

• Continuous Improvement Orientation

• Strong analytical skills

• Excellent communication and interpersonal skills

• We'll empower you to learn and grow the career you want.

• We'll recognize and support you in a flexible environment where well-being and inclusion are more than just words.

• As part of our global team, we'll support you in shaping the future you want to see.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit .

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 .