Assistant Manager, Agency Services

This role focuses on supporting Corporate Business opportunities and enhancing sales servicing processes and quality through strategic performance analytics. The position plays a key role in improving sales experience, driving back-office service performance, and enabling cross‑functional operational coordination.

Key Responsibilities:

1. Corporate Business Support

• Lead the coordination for bidding preparation for Corporate Business opportunities by liaising with relevant functions to ensure timelines, requirements, and deliverables are met.

• Develop sales materials and proposals to strengthen value proposition and support the acquisition of new corporate clients.

• Support post‑bidding activities including policy issuance, documentation, and invoicing, ensuring smooth handover and timely completion.

2. Operations Project Communications

• Develop communication strategies for Operations’ technical training programs, ensuring stakeholders and salesforces receive clear guidance and learning materials that strengthen capability and adoption.

• Design and implement communication plans across key touchpoints in the policy servicing journey—covering new processes and process changes—to ensure clarity, consistency, and alignment with Operations initiatives.

• Communicate key Operations updates—such as underwriting, new business issuance, and customer service workflows—to salesforces and distribution partners in a clear, timely, and actionable manner.

• Produce clear, accurate, and user‑friendly technical materials (documents, guidelines, process workflows) by translating complex operational requirements into simplified content that sales teams can easily understand and apply.

3. Quality Assurance & Process Improvement

Consolidate insights from various channels (Call Center, BCS, Fan-page, Agency Facebook, field feedback, etc.) to identify patterns and improvement opportunities to enhance sales servicing performance.

• Support implementation of QA frameworks across touchpoints.

• Produce performance analyses and service quality reporting dashboards with actionable recommendations to reduce average TAT and enhance sales servicing performance.

• Conduct quarterly reviews of sales and customer inquiry trends to support process improvements across internal departments.

4. Cross‑Functional Operations initiatives

• Support initiatives that help simplify technical, operational, and process-related information into clear, user-friendly materials for distribution channels.

• Provide analytical insights and coordination support for service optimization, resource planning, and operational improvement, while contributing to cross‑functional efforts to streamline sales servicing workflows and enhance overall customer and sales experience.

• Support ad-hoc strategic initiatives that require analysis, content creation, research, or coordination across departments.

Required Qualifications:

• Bachelor Degree in business or related major

• At least 5 years in Life Insurance industry

• Excellent communication skills, with the ability to simplify technical and operational information for sales and distribution audiences.

• Solid understanding of end-to-end sales servicing processes (consultation, issuance, underwriting, operations, inquiry channels, post‑sales activities).

• Ability to translate data insights and customer/agent feedback into practical improvements for sales experience.

• Innovative mindset with strong problem‑solving and critical‑thinking capability.

• Ability to view interactions from the agent and customer perspective, ensuring solution designs are user‑centric.

• Proficiency in Word, Excel, PowerPoint; experience with data visualization or analytics tools is a plus.

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 hr@manulife.com.

In Office