Corporate Account Senior Supervisor

The Corporate Account Senior Supervisor is responsible for the end-to-end administration and after-sales servicing of assigned group insurance accounts. The role ensures accurate policy and member record management, processes renewals, member movements, underwriting requirements, commission payouts, certificates of insurance, and claims-related member confirmations. It also supports billing and commission reconciliations, responds to client and distributor inquiries, manages service escalations, monitors service level commitments, and contributes to process improvement initiatives, special projects, system migrations, and operational enhancement activities.

Position Responsibilities:

Policy Administration & Member Servicing

• Process member movements, such as inclusions, deletions, and changes in coverage.

• Record and process beneficiary designations to ensure accurate policyholder records.

• Issue Certificates of Insurance (COI) and Certificates of Coverage (COC) for new and existing members.

• Maintain and update the active list of insured members.

• Process requests for policy reinstatement for lapsed accounts.

• Prepare and issue No Evidence Limit (NEL) letters based on underwriting guidelines.

• Process Group Credit Life (GCL) list reconciliation to ensure alignment with policy records.

• Conduct Bridger scanning

Claims Processing, Premium, and Commission Payment

• Provide claims member confirmation to validate member eligibility.

• Computes and processes commission payout requests.

• Close coordination with Billing & Collections, Claims, and Finance/Treasury

Underwriting Requirements and Reports Generation

• Prepare and submit member underwriting cases for review and approval.

• Assist in securing and issuing Letters of Authorization (LOA) as required.

• Prepare and submit Reinsurance (RI) reports to manage risk-sharing arrangements.

• Process and submit Valuation Reports for actuarial and financial assessment.

• Prepare and submit other reports such as ANP, Concentration Risk, ANP, and Accrual.

Financial Transactions and Compliance

• Request Certificate of Withholding Tax (CWT) from clients and process accordingly.

• Facilitate Annual Premium Equivalent (APE) increment reporting for financial tracking.

Individual Accountabilities:

• Give timely feedback to Distribution Partners through our POCs if there are discrepancies in the member data and/or coverage.

• Ensure the timely preparation and submission of the required reports.

• Prepare Policy Documents, such as Masterfiles, NEL/Underwriting Letters, and Certificate of Insurance, as applicable.

• Process commission payout requests.

• Provide immediate resolutions to clients' and agents’ inquiries and complaints.

Key Shared Accountabilities:

• Collaborate with the Underwriting Team to ensure timely submission and approval of member underwriting cases.

• Work closely with the Claims Team to confirm member eligibility and facilitate smooth claims processing.

• Coordinate with the Finance Team for accurate refunds, commission, and other disbursement related transactions.

• Partner with the Reinsurance and Actuarial Teams for accurate reporting and risk assessment.

• Support the Sales and Middle Office Teams by providing operational assistance and ensuring seamless policy servicing.

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

Required Qualifications:

• College graduate of any 4-year course.

• Requires 2-3 years of Group Accounts Management and/or Operations experience

• Strong understanding of Group Life, Group Credit Life, and Employee Benefits operations across multiple distribution channels

• Excellent communication, interpersonal, and customer service skills.

• Strong analytical skills with high attention to detail and accuracy.

• Ability to work effectively in a collaborative team environment.

• Demonstrates responsiveness, excellence, and a continuous improvement mindset.

Preferred Qualifications:

• At least 1-2 years of supervisory or team leadership experience preferred

• Preferably with Basic LOMA course taken and passed

• Proficiency in MS Office notably MS Excel

When you join our team:

• 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 https://www.manulife.com/en/about/our-story.html.

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 [email protected].

Hybrid