Director, Policy Administration

Role Summary

The Director, Policy Administration, is responsible for leading the end-to-end policy servicing function for Manulife Pro advisors, ensuring a seamless and customer-centric servicing experience for both advisors and customers. The incumbent will supervise a dedicated team of two colleagues, serve as a trusted operational partner to Manulife Pro advisors and agency leaders, and act as the subject matter expert in IFP policy administration and servicing.

This role is critical in driving service excellence, strengthening agency engagement, and transforming servicing capabilities through process optimization, digitization, and continuous improvement initiatives aligned with the Company’s strategic direction. The successful candidate will be accountable for enhancing the advisor experience, resolving servicing pain points, and building a focused, high-performing servicing model that supports the continued growth and success of Manulife Pro.

The role requires a strong understanding of individual insurance policy administration (for both traditional and ILAS insurance), customer service excellence, regulatory and compliance requirements, and a growth mindset focused on operational transformation and continuous innovation.

Position Responsibilities:

Service Delivery & Operations Management

• Lead and oversee all Manulife Pro policy servicing activities within the Policy Management team, ensuring service standards, turnaround times, and quality targets are consistently met.
• Handle day-to-day enquiries from Manulife Pro advisors and agency leaders across the end-to-end policy servicing process, ensuring timely follow-up, clear communication, and effective resolution of servicing matters.
• Supervise, coach, and develop two policy servicing colleagues, fostering a high-performance, customer-focused culture.
• Handle escalated and complex servicing cases, providing timely resolution and practical guidance to advisors and internal teams.
• Exercise sound judgement in resolving escalated servicing issues, balancing advisor expectations, customer outcomes, operational requirements, and risk considerations.
• Monitor operational performance, identify service gaps, and drive continuous improvement initiatives to enhance efficiency, quality, and customer satisfaction.
• Ensure policy servicing processes comply with company policies, regulatory requirements, and risk management standards.

Agency Relationship Management

• Serve as the key point of contact for Manulife Pro agency leaders on policy administration and servicing matters.
• Build strong partnerships with agency stakeholders and proactively address servicing issues and pain points.
• Collaborate closely with Distribution, Product, BAIT, Compliance, and other key stakeholders to resolve complex servicing matters and enhance the advisor experience.
• Gather agency feedback and translate insights into actionable service improvement initiatives.
• Partner with Manulife Pro leadership to support business growth objectives and strengthen operational support for advisors.
• Represent Policy Management in agency forums, working groups, and strategic initiatives related to policy servicing.
• Anticipate evolving advisor and customer needs and develop practical servicing solutions that improve advisor productivity, service consistency, and customer outcomes.

Subject Matter Expertise

• Serve as the key subject matter expert for IFP policy administration and servicing matters.
• Provide guidance and consultation to internal stakeholders on policy servicing requirements, operational processes, and customer impact assessments.
• Support the design and implementation of new products, system enhancements, regulatory requirements, and process changes from an operational perspective.

Continuous Improvement & Transformation

• Champion service excellence initiatives and identify opportunities to streamline processes through digitization and automation.
• Drive operational improvements that enhance customer satisfaction, advisor experience, productivity, and service consistency.
• Participate in strategic projects and transformation initiatives related to policy administration and servicing.
• Establish, monitor, and report key service metrics and performance indicators to support effective service governance and continuous improvement.

People Leadership

• Lead, coach, and develop the Manulife Pro Policy Servicing team to strengthen technical competencies, service mindset, and ownership.
• Foster collaboration, accountability, and continuous learning within the team.
• Support succession planning and talent development initiatives.

Required Qualifications:

• University degree in Business Administration, Insurance, Finance, or a related discipline.
• Minimum 10 years of relevant experience in life insurance policy administration, operations, customer servicing, or agency support, with hands-on people leadership or team supervisory experience.
• Strong knowledge of IFP products, policy administration, and policy servicing processes.
• Proven experience partnering with agency distribution channels and managing senior stakeholder relationships.
• Strong customer-centric mindset with a passion for delivering service excellence and improving advisor experience.
• Demonstrated experience in driving operational improvements, service enhancements, and practical business transformation initiatives.
• Strong analytical, problem-solving, and decision-making capabilities.
• Excellent communication, presentation, and influencing skills in English, Cantonese, and Mandarin.

Preferred Qualifications:

• Experience in agency-facing roles within individual insurance operations and policy administration (for both life and ILAS insurance).
• Experience leading cross-functional projects, digital transformation, or process re-engineering initiatives within insurance operations or policy servicing.
• Professional insurance qualifications such as FLMI, LOMA, or equivalent credentials.
• Knowledge of digital servicing solutions and workflow automation to enhance policy servicing and advisor/customer experience.

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.