This is a replacement headcount to support the Hong Kong and Macau offices in delivering seamless and efficient claims and health support services to individual agents, ensuring they receive high-quality service and support. **Position Responsibilities:** + Assisting the delegatedteamin Hong Kong and Macau office in delivering seamless and effortless claims and health support services to individual agents, ensuring they receive the quality service and support. + Provide support to distribution channels, including agencies, by handlingtheemailsandphone-inenquiries. Able to facilitate and manage the matters with internal stakeholders driving for solution. + Collaborate with stakeholders to support assigned duties, including participating in project transformations and product development. Assist in implementing changes aligned with the Company's health strategy for transformation initiatives. + A collaborative team player with a customer-centric focus, dedicated to driving and implementing changes in partnership with internal stakeholders.Necessitated traveling to Hong Kong or PRC may required, + Participate in the development of competitive, risk-based, and evidence-based claims practice guidelines, standards, procedures, and key performance indicators (KPIs). + Stay updated on the impact of regulatory changes on claims and ensure alignment of claims practices with regulatory requirements and internal standards and procedures. + Diligent and professional, exhibiting a positive and respectful demeanor. Committed to working with honesty and integrity, adept at managing pressure, and taking ownership of assigned tasks. + Self-motivated and attentive, with strong time-management and prioritization skills. Open and respectful of different opinions, and proactive in sharing ideas for improvement. **Required Qualifications:** + At least 10 years experience in the Hong Kong /Macau insurance industry, with at least 5 years in customer-facing roles, preferably in an insurance customerservicecentreor claims services. + Excellent knowledge of health claims, insurance products, claim definitions, and health & wellness initiatives. + Strong interpersonal and communication skills, customer-centric mindset, critical thinking, and problem solving abilities. + Skilled in collaborative work with cross-functional teams. + Solid knowledge in the healthcare market to meet and address customer needs. + Proficient in technology and data analysis tools. + Proficiency in Microsoft 365 applications (e.g. word, excel, PowerPoint etc) **Preferred Qualifications:** + A team player who consistently demonstrates strong ownership and accountability. + Proficiency in Cantonese, Mandarin, and written/spoken English. **_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. **Acerca de Manulife y John Hancock** Manulife Financial Corporation es un importante proveedor internacional de servicios financieros que ayuda a las personas a tomar decisiones de una manera más fácil y a vivir mejor. Para obtener más información acerca de nosotros, visite http://www.manulife.com . **Manulife es un empleador que ofrece igualdad de oportunidades** En Manulife/John Hancock, valoramos nuestra diversidad. Nos esforzamos por atraer, formar y retener una fuerza laboral tan diversa como los clientes a los que prestamos servicios, y para fomentar un entorno laboral inclusivo en el que se aprovechen las fortalezas de las culturas y las personas. Estamos comprometidos con la equidad en las contrataciones, la retención de talento, el ascenso y la remuneración, y administramos todas nuestras prácticas y programas sin discriminación por motivos de raza, ascendencia, lugar de origen, color, origen étnico, ciudadanía, religión o creencias religiosas, credo, sexo (incluyendo el embarazo y las afecciones relacionadas con este), orientación sexual, características genéticas, condición de veterano, identidad de género, expresión de género, edad, estado civil, estatus familiar, discapacidad, o cualquier otro aspecto protegido por la ley vigente. Nuestra prioridad es eliminar las barreras para garantizar la igualdad de acceso al empleo. Un representante de Recursos Humanos trabajará con los solicitantes que requieran una adaptación razonable durante el proceso de solicitud. Toda la información que se haya compartido durante el proceso de solicitud de adaptación se almacenará y utilizará de manera congruente con las leyes y las políticas de Manulife/John Hancock correspondientes. Para solicitar una adaptación razonable en el proceso de solicitud, envíenos un mensaje a recruitment@manulife.com . **Modalidades de Trabajo** Híbrido