Client and Account Specialist
About this role
The Specialist is responsible for supporting daily operational controls and system governance activities within Policy Owner Services (POS). This role focuses on QA/QC, business reconciliation, UAT testing, incident investigation, and supporting system enhancement initiatives to ensure operational efficiency and service quality.
Key Responsibilities
System Operations & Reconciliation
Perform daily operational reconciliation and monitoring activities.
Investigate data discrepancies, exceptions, and process breaks.
Ensure accuracy and completeness of business transactions between systems.
Support root cause analysis for operational incidents and system issues.
QA/QC & Data Validation
Conduct regular quality checks on operational outputs and reports.
Validate data accuracy, completeness, and consistency.
Identify trends, recurring issues, and process gaps.
Maintain issue logs and follow through until resolution.
UAT & Project Support
Prepare test scenarios and test cases.
Execute UAT testing for system enhancements, product launches, and regulatory changes.
Document defects and coordinate with IT teams for issue resolution.
Support production validation after deployment.
Stakeholder Collaboration
Work closely with Operations, IT, Product, Project teams, and other stakeholders.
Support training, documentation, and knowledge sharing activities.
Foster teamwork and a collaborative working environment.
Other Duties
Participate in continuous improvement initiatives.
Perform other assignments as requested by Line Manager.
Requirements
Bachelor's degree in Insurance, Finance, Business Administration, Economics, Information Systems, or related fields.
2-3 years of experience in Life Insurance Operations, experience in QA/QC, testing is an advantage.
Strong analytical and problem-solving skills.
Good understanding of life insurance business processes.
Good communication and stakeholder management skills.
Team player with positive attitude and willingness to learn.
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