- Location
- HCMC, Manulife Plaza, Vietnam
- Type
- Full-time
- Closing date
- Today
- Source
- Workday
Description
The Head of Policy Service is responsible for leading and overseeing the end-to-end policy servicing function, ensuring every customer interaction after policy issuance strengthens trust, loyalty, and long-term customer relationships.
This role serves as a critical driver of customer experience excellence, operational effectiveness, and service transformation by delivering timely, accurate, and seamless policy servicing solutions.
The role is accountable for service quality, operational performance, customer outcomes, process optimization, risk management, employee engagement, and the successful execution of strategic transformation initiatives.
Key Responsibilities
Customer Experience & Service Excellence
Lead the development and execution of a customer-centric policy service strategy that enhances customer satisfaction, loyalty, and retention.
Continuously improve customer journeys across all policy servicing touchpoints, ensuring simple, seamless, and effortless experiences.
Drive service excellence by identifying pain points, reducing customer effort, and improving turnaround times.
Establish and monitor customer experience metrics, including service quality, customer complaints, customer feedback, and satisfaction indicators.
Act as the owner for critical customer issues, ensuring timely resolution and root-cause elimination.
Partner with Distribution and other stakeholders to improve end-to-end customer outcomes and deliver consistent service experience.
Operational Leadership & Performance Management
Lead all policy servicing operations, ensuring services are delivered accurately, efficiently, and in compliance with established service standards.
Oversee all post-issue policy servicing transactions, including but not limited to policy amendments, reinstatements, beneficiary changes, ownership transfers, premium-related transactions, fund switches, policy maintenance, and other customer requests.
Ensure achievement of operational KPIs, service level agreements (SLAs), productivity targets, and quality standards.
Monitor operational performance and proactively identify opportunities to improve capacity, productivity, and service quality.
Build and develop a high-performing, engaged, and customer-focused team.
Ensure succession planning and talent development to support long-term organizational success.
Transformation, Digitalization & Innovation
Lead the transformation of Policy Service operations through digitalization, automation, and simplified customer journeys.
Drive initiatives that reduce manual processing, improve straight-through processing rates, and enhance self-service capabilities.
Leverage customer insights, operational data, and analytics to identify improvement opportunities and enhance service delivery.
Risk, Compliance & Governance
Ensure full compliance with regulatory requirements, company policies, risk management frameworks, and operational controls.
Maintain a strong control environment that minimizes operational errors, customer detriment, and compliance breaches.
Proactively identify operational and conduct risks and implement appropriate mitigation strategies.
Lead responses to internal audits, regulatory reviews, and compliance assessments.
Ensure effective governance, reporting, and oversight across the Policy Service function.
Required Qualifications
Bachelor’s degree in Business, Finance, Insurance, Operations Management, or related field.
8–12+ years of operations experience, preferably within life insurance or financial services.
Proven people leadership experience managing managers and/or large operational teams.
Strong knowledge of insurance operations and policy administration processes.
Experiences in process improvement, lean operations, automation, or transformation initiatives.
Strong stakeholder management and communication skills.
Analytical mindset with strong problem-solving capability
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].
Working Arrangement
