Senior Analyst, Customer Contact Center

Manulife is a leading international financial services provider, helping people make decisions easier and lives better. Help shape the future you want to see — and discover that better can take you anywhere you want to go.

JOB DESCRIPTION

We are looking for a detail-oriented and dedicated individual to join our Contact Center team as a Customer Service Senior Analyst. In this role, you will be responsible for:
1. Daily task: This role involves:

Handling 24/7 customer and sales enquiries, requests, and complaints (especially calls related to policy benefits and claims) in a timely manner and in accordance with company policies and procedures:

• Providing accurate information, appropriate solutions, and clear guidance to customers to ensure a positive service experience.

• Recording, updating, and maintaining all customer interactions and case details accurately in CRM and call center systems.

• Proactively identifying opportunities to enhance service quality and improve tNPS scores.

• Escalating complex or exceptional cases to the Hotline Assistant Manager or relevant departments in a timely manner.

• Participating in training programs, coaching sessions, team meetings, and quality improvement initiatives as assigned.

• Contributing team objectives and departmental KPIs, including service level, quality, productivity, and customer satisfaction targets.

• Handling multiple tasks related to customer concerns professionally, such as via call, email, live chat, … and following assigned shifts by Line Manager.

• Effectively identify and address performance issues to minimize business risks, ensuring timely and efficient resolution.

• Analyze operational issues and propose sustainable, long-term improvement initiatives.

• Contribute to the development and enhancement of guidelines and procedures related to hotline.

• Complying strictly with all operational processes, service standards, and quality requirements of the Contact Center and company.

2. Collaborate effectively with colleagues to enhance customer service quality. Coordinate cross-functional efforts (Claims, POS, NBUW, BCS, etc.) to ensure customer issues are resolved efficiently and correctly, with a particular focus on claims-related matters, to achieve departmental objectives.

3. Ensuring confidentiality and data privacy of customer information in accordance with company regulations and legal requirements.

4. Duties to support Department targets and Company objectives as and when assigned by Team leader/Line Manager.

Job Requirements:
EXPERIENCE 

- University or College Degree
- Preferably 2-3 years of experience in customer service, call center, or insurance industry.

- Knowledge of customer service principles and practices, Customer service orientation.

- Proficiency in using digital tools, CRM systems, and call center equipment.

- Effective communication skills, both written and verbal.

PROFESSIONAL / TRADE QUALIFICATION/ SKILLS

• Ability to adapt to changes in workload, schedules, and customer service requirements.

• Ability to handle multiple tasks simultaneously while effectively organizing daily work and managing time.

• Willingness to work collaboratively with team members and contribute positively to a supportive and professional team environment.

• Good attention to detail with the ability to follow procedures accurately and maintain well-organized records.

• Good communication and listening skills

COMPETENCIES

• Customer-focused and service-oriented attitude

• Strong sense of responsibility and compliance

• Willingness to learn and adapt

• Hard working, honesty, be able to work under high pressure

• Basic understanding of insurance industry standards and regulatory requirements is an advantage

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.

This job description is not a comprehensive listing of all job duties required for this role. We reserve the right to change these duties or assign additional duties at any time with or without notice

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].

In Office