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Manulife Financial - DMTM Administration Manager

Written By JobsCDC on 18.11.10 | 6:52 PM

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At Manulife we believe that, together, we can succeed. Our disciplined approach and fact-based decision-making has delivered a consistent, long term record of growth and success as a "Winning Company". Our people contribute to this and share in it, realizing that, as we succeed they can too. Supported by professional training and experienced leadership there are opportunities to develop your career across a broad range of disciplines and operations. However career progression is not our only measure of success. We believe in a workplace that nurtures the development of people, both professionally and personally. By sharing and instilling in our people the values and ethics that define us, we enable our people to learn from each other and succeed together.


DMTM Helpdesk Supervisor/Manager (DHM)

Responsibilities:
  • The role is responsible for supervising and managing day to day operation of the Client services/help desk team. The client services/help desk team assists other MLI internal department (NB/Underwriting, Admin, Billing and Collection, Customer services, Compliance) in their inquiries to clients and 3rd parties. The team is also responsible to help Customer services to handle any client complaints.
  • Reports activities within client services/help desk team to head of operations and other senior managers within Partnership distributions
  • Coordinate activities with Manulife Customer service center
  • Participate in monthly customer service meeting to review inquiries and customer complaints and design mitigation strategies
  • Motivate and develop the knowledge and skill set of the staff within the DMTM client services/help desk team.
  • Coordinate with Manulife internal stakeholders (Billing and collection, Underwriting, Claims, Administration, and Compliance), IT and Telemarketer call center in retrieving and listening to voice recording
  • Assists in responding to customer inquiries and complaints issues as it related to DMTM activities
  • Responsible for reviewing sales referral data from DM and/or TM and transferring the data to agency team
  • Document various processes within client services/help desk team
Requirements:
  • University degree from reputable universities
  • 3+ years of experience in similar role
  • Experience in customer service contact or handling of inquiries
  • Computer literate (MS Word, Excel)
  • Familiarity with client service processes
  • Ability to manage deadlines
  • Ability to write and speak English is advantageous but not essential
DMTM Administration Manager (DAM)

Responsibilities:
  • This role will supervise a newly created DMTM administration team and manage the day to day administration activities within the DMTM department. This role must ensure the accuracy of report or data provided to various stakeholders. He/she needs to be informed on regulatory and Manulife compliance standards to ensure any activities done in the DMTM channel always meet the standards.
  • Reports activities within admin areas to head of operations and other senior managers within Partnership distributions
  • Motivate and develop the knowledge and skill set of the staff within the DMTM administration team.
  • Review and sign off the accuracy of various reports generated by MLI system (CAS) and Campaign factory prior to distribution to stakeholders
  • Develop MIS reporting capabilities and provide MIS data on timely basis
  • Build and improve current administration process in order to increase efficiency and quality of services to external and Manulife’s internal parties
  • Review and sign off on the reconciliation of invoices
Requirements:
  • University degree from reputable universities
  • 3+ years of experience in similar role
  • Accounting and/or Insurance knowledge
  • Computer literate (MS Word, Excel, Powerpoint, Access)
  • Ability to manage deadlines
  • Ability to write and speak English is advantageous but not essential
Interested parties, please send your detailed resume, with position code as a subject to Email: Recruitment_Id@manulife.com

Applicants who are not contacted within three months may consider their applications unsuccessful. All information provided by applicants will be used strictly in accordance with Privacy Policy at Manulife Careers. Applicants may be considered for other suitable positions within the company in a two-year period, after which their personal data will be destroyed.


Notes :
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