customer care service SupervisorThe Manufacturers Life Insurance Co (Phils) Inc( Manulife Philippines )

Job Description
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
The Customer Care Service Supervisor will be handling escalations or complaints coming from various customer service channels. Experience in customer service handling a variety of channels (calls, emails, and chats). Experience in servicing customers of HMOs or insurance products. A medical education background and some clinical experience in a hospital setting would be most advantageous. Analytical, mature, organized, and able to handle people in a high-stress environment.
Responsibilities
Records, evaluates, and resolves medical complaints from customers and distributors.
Collaborate effectively with partners and stakeholders to ensure quality and timely servicing of customers and agents concerns about medical products.
Develop and put together the company's servicing protocols as they relate to issues experienced by both clients and agents at any point in the pre-, during-, and post-availability journey.
Develop and improve or augment the existing complaints manual to cover issues related to the company's medical products and ensure a robust process across various stakeholder groups, especially medical providers.
Conduct regular RCA and deep-dive sessions to understand complaint drivers and root causes of top issues. Work with relevant teams on the development and implementation of action plans to improve the end-to-end process, mitigate complaint and deliver a consistent fantastic customer experience.
Generate and analyses analytics on performance. Coordinates with other departments to ensure enterprise complaint database is updated and accurate.
Works with the complaints team lead and customer care head on needed process improvements in servicing Health customers and distributors.
Ensures product portfolio complaints SLAs and other KPIs are met.
Make prudent recommendations and/or deci sions, where necessary, on medical-related customer service cases, especially in gray areas not specifically defined by company rules or product manuals.
How will you create impact
The role reports directly to the Head of Health
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
Graduate of a Medical or Allied Medical course from a reputable university.
3-4 years customer service experience in an HMO or insurance company, 1 year of which in a supervisory or management role.
Excellent organizational and motivational skills
Complaint handling and customer service skills
Excellent written and oral communication skills
Effective collaborator and team player
Data-driven and analytical
Process development and optimization
Risk management
Customer-centric
Quick thinker and can work independently under pressure
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 culture
We lead with our Values every day and bring them to life together.
Boundless opportunity
We create opportunities to learn and grow at every stage of your career.
Continuous innovation
We invite you to help redefine the future of financial services.
Delivering the promise of Diversity, Equity and Inclusion
We foster an inclusive workplace where everyone thrives.
Championing Corporate Citizenship
We 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