Lead, Health Advocacy Governance

The Health Lead in the Customer Advocacy Team plays a crucial role in ensuring that customers receive excellent health-related support. This role involves managing a team of Health Customer Service Representatives and Health Customer Relation Officers, ensuring they have the necessary training and knowledge to effectively handle aftersales health inquiries and concerns.

Position Responsibilities:

• Set performance expectations and KPIs aligned with experience goals: Establishes clear standards for success, focusing not just on operational metrics (e.g., turnaround time) but also on relational outcomes like customer satisfaction and sentiment.
• Monitor case handling quality, timeliness, and customer sentiment: Ensures consistency in service delivery and identifies coaching opportunities based on real-time performance and customer feedback.
• Conduct regular coaching, feedback sessions, and performance reviews: Builds team capability and reinforces the behaviors needed for relational service empathy, ownership, and proactive communication.
• Foster a culture of ownership, empathy, and continuous learning: Drives engagement and accountability, encouraging facilitators to take initiative and continuously improve their approach
• Review and manage escalated cases with urgency and customer advocacy: Acts as a resolution partner for team, ensuring escalations are handled with speed, clarity, and empathy.
• Ensure alignment across Health team on case handling standards and documentation: Promotes consistency and reduces variability in how cases are managed and recorded, which is essential for quality assurance and audit readiness.
• Provide Reassurance and Clarity During Emotionally Sensitive Moments: Removes friction by proactively engaging all health squads TPA, Claims, Legal, Finance, and other teams to address dependencies and delays.
• Track operational metrics and identify trends for intervention: Uses data to spot systemic issues, inform process improvements, and guide team priorities.
• Design and deliver onboarding, training, and upskilling programs: Builds foundational and advanced capabilities in availments handling, empathy, digital servicing, and customer experience.
• Define behavioral and competency standards for relational servicing. Clarifies expectations and supports performance coaching, ensuring consistency in how health teams engage with customers.
• Lead role transitions from two health team to one health team: Manages change effectively, helping team members embrace new responsibilities and ways of working.
• Ensure team readiness for full aftersales support:  Prepares the team for the full aftersales support.
• Build and maintain strong working relationships with key stakeholders, including Health Squads, Claims, TPAs, VAS providers, Operations, Legal, Finance, Compliance, and other support functions to ensure seamless service delivery.
• Facilitate operational alignment across teams and vendors by establishing governance mechanisms, service reviews, and regular performance discussions to address customer-impacting issues.
• Lead cross-functional problem resolution efforts for service gaps, process breakdowns, recurring customer concerns, and operational challenges affecting customer experience.
• Monitor stakeholder and vendor performance against agreed service standards, turnaround times, and customer experience objectives.
• Ensure timely escalation and resolution of operational issues that may impact customer outcomes, regulatory compliance, or business performance.
• Drive accountability across internal and external partners by ensuring commitments, action plans, and service improvement initiatives are completed effectively.
• Provide regular operational updates and performance reports to leadership, highlighting service trends, risks, improvement opportunities, and operational achievements.

Required Qualifications:

• At least 5-7 years of experience in customer service, and insurance
• Preferably has a background in healthcare operations, or health insurance.
• At least 2-3 years of leadership or supervisory experience.
• Experience handling escalations, and complex customer cases.
• Knowledge of health insurance products, claims processing, and inpatient case management.
• Demonstrates strong customer advocacy and commitment to delivering positive customer outcomes.
• Ability to lead, motivate, and develop a team in a fast-paced environment.
• Excellent verbal and written communication skills.
• Ability to communicate effectively with customers, executives, healthcare providers, and regulators.
• Empathetic and customer-centric mindset
• Strong sense of ownership and accountability
• Ability to perform well under pressure
• Results-oriented and continuous improvement focused
• High level of integrity and professionalism

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.