Senior Specialist, Quality Assurance

The role as Senior Specialist, Quality Assurance in operations department at Manulife is responsible for conducting and overseeing the quality assurances across multiples business in operational departments by following the established QA process/SOP and methodologies. This includes ensuring that New Business and Underwriting, Claims, Policy Administration & Disbursement, and the Contact Center, including complaint handling consistently achieve the highest standards of quality and compliance.

Position Responsibilities:

• Conduct and overseeing end‑to‑end monthly quality assurance (QA) to ensure the accuracy and quality of data captured and processed in accordance with procedures, guidelines, and service standards, while delivering high‑quality customer service across New Business & Underwriting (NBUW), Policy Administration and disbursements (POS), Claims, and Contact Center operations, including effective complaint handling.
• Prepare detailed monthly QA reports for senior management and regional Line 1B teams, highlighting key findings, recommendations and remediation solutions on case error or issue QA identified and ensure QA completion is on timely manner
• Collaborate with manager and/or HODs for creating and implementing training programs to enhance the skills and knowledge of QA process for stakeholders, ensuring they meet quality and compliance, fostering a culture of excellence and continuous improvement.
• Promote a culture of innovation and continuous improvement by encouraging the adoption of best practices following the relevant Manulife standard i.e. Global Operational Metrics Methodologies.
• Revise and enforce Monthly QA SOPs and procedures to maintain high-quality standards across business of NBUW/Policy Admin/Claims/ Contact Center, including complaint handling report under operations departments, and to align with relevant framework i.e. Asia QA framework, and respective business process’s SOP

Required Qualifications:

• Bachelor’s degree in business, Finance, or related fields
• Minimum 2 years of experience in Quality Assurance or internal control, experience in life insurance industry is an advantage.
• Good communication and problem-solving skills
• Familiarity with framework, policies, and internal audit.

Preferred Qualifications:

• Excellent communication and interpersonal skills
• Excellent analytical, problem solving and solutioning skills
• A capacity for constant learning from both success and failure
• Open to change and continuous improvement

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].