Assistant Manager/ Manager, Case Management,… at Manulife · Hong Kong

The Assistant Manager/ Manager plays a pivotal role in delivering a seamless, high-touch experience to HNW clients. The role requires strong coordination, attention to detail, and a client-first mindset to support complex and high-value cases.

Position Responsibilities:

• Serve as the primary point of contact for business partners and distribution channels, ensuring timely, accurate, and high‑quality service delivery.
• Act as a single point of contact for new business and trust‑related cases, managing the end‑to‑end process from application submission through policy issuance.
• Coordinate with business partners, internal operations, HNW underwriters, L&C team, New Business team, and cashier to ensure smooth case progression and timely resolution of issues.
• Collect, review, and validate client information and documentation, ensuring all policy and trust-related submissions are complete, accurate, and compliant with internal requirements.
• Facilitate case issuance, including close follow-up on underwriting requirements and APS reports with clinics.
• Provide case management and administrative support, such as maintaining sales progress reports and monitoring pipeline status.
• Handle internal and external enquiries professionally, providing proactive communication and timely follow-up.
• Act as a key liaison for trust-related matters, supporting preliminary case review, trust structure assessment, and handling of trust documentation.
• Share best practices and support training sessions or briefings for business partners on case management and new business processes.
• Participate in process improvement initiatives and support ad hoc projects as assigned.

Required Qualifications:

• University graduate plus minimum 5 years of experience in life insurance, preferably in HNW segment
• Experience in handling premium financing, trust/ PIC related business, and good understanding of HNW business model
• High proficiency in reading and writing English
• Good communication and presentation skill
• Customer-orientated service
• Strong sense of ownership and attention to details
• Good command of spoken and written English and Chinese
• Good PC skills including MS Word, Excel, and Power Point

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.

Working Arrangement Hybrid