Insurance Specialist (Sales) / Officer, Agency Training / Specialist, Customer Relations / Specialist, Underwriting / Medical Doctor / Senior Specialist, Underwriting / Medical Doctor / Senior Specialist, Claims / Manager, Business Promotion and Strategy / Manager, Business Development / Agency Manager / Manager, Customer Relations / Training Manager / Associate Director, Employee Benefits

Manulife is a leading Canada-based financial services group with principal operations in Asia, Canada and the United States. Clients look to Manulife for strong, reliable, trustworthy and forward-thinking solutions for their most significant financial decisions. Our international network of employees, agents and distribution partners offers financial protection and wealth management products and services to millions of clients. We also provide asset management services to institutional customers. At the end of June 2016, we had US$718 billion in assets under management and administration, and in the previous 12 months we made more than US25.4 billion in benefits, interest and other payments to our customers. Our group of companies operates as Manulife in Canada and Asia and primarily as John Hancock in the United States. Manulife Financial Corporation trades as 'MFC' on the TSX, NYSE and PSE, and under '945' on the SEHK.

We are committed to be an equal opportunity employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age”.

To support the business growth in Cambodia, we are looking for dynamic and result-oriented individuals to fill in the position of:
1. Insurance Specialist (Sales)
2. Officer, Agency Training
3. Specialist, Customer Relations
4. Specialist, Underwriting / Medical Doctor
5. Senior Specialist, Underwriting / Medical Doctor
6. Senior Specialist, Claims
7. Manager, Business Promotion and Strategy
8. Manager, Business Development
9. Agency Manager
10. Manager, Customer Relations
11. Training Manager
12. Associate Director, Employee Benefits
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01/ Insurance Specialist (Sales)

(10 Positions Based in Phnom Penh)
(01 Positions Based in Kandal)
(05 Positions Based in Tbong Khmum)
(01 Positions Based in Banteay Meanchey)
(01 Positions Based in Mondul Kiri)
(01 Positions Based in Preah Sihanouk)
(01 Positions Based in Ratanak Kiri)
(01 Positions Based in Oddar Meancheay)
(01 Position Based in Kratie)
(01 Position Based in Kampong Thom)
(01 Position Based in Kampot)
(01 Position Based in Kampong Cham)
(01 Position Based in Preah Vihear)
(01 Position Based in Koh Kong)
(01 Position Based in Svay Rieng)
(01 Position Based in Pailin)
(01 Position Based in Battambang)
(01 Position Based in Prey Veng)
(01 Position Based in Siem Reap)

Key Responsibilities:

• The Insurance Specialist is responsible for providing life insurance solutions to Bank's clients
• Work closely with branch sales and service teams to provide innovative product solutions to address client's protection, and long-term saving needs
• Strengthen the long-term relationships with clients by providing excellent customer service
• Perform other tasks as required.

Qualification:

• Candidate must posse at least Bachelor's/ College Degree
• Work experience in bancassurance sales is highly preferred for this position but those with sales and customer service experience gained from banking, transport, pharmaceutical, FMCG, hospitality and IT industries are also encouraged to apply
• Must be self-driven and highly motivated
• Personable, with good interpersonal and communication skills

02/ Officer, Agency Training (01 Position Based in Kandal)

Key Responsibilities:

• Logistically supports the print/copies of training materials for the Company's agency forces
• Prepares and sends the various reports to all of the required parties to get up-to-date information about Training programs, the progress of the training programs and the attendances of each and every training program.
• Conducts regular Administration tasks such as taking attendances, preparing gifts to the Trainers in order to provide the effective training in the classroom.
• Works closely with Company's agency sales force, recruitment team, and Sales & Promotion team to have the smooth training process from the begging until the end.
• Supports all of the other training related tasks and be strictly compliant with rules and regulations of the Training & Development Department.
• Perform other necessary tasks as required by the direct supervisor

Qualification:

• Bachelor’s degree
• Be able to read, write, and speak Khmer/ English just enough to communicate with co-workers and industry associates, to understand directions, to respond to management inquiries and to make entries on reports and records
• Prior experience with copying/printing/scanning documents preferred
• Office administrative skills
• Familiar with general office environment
• Attention to detail with an emphasis on quality
• Excellent customer services and people skills
• Efficient in process and documentation procedures
• Capable of working under pressure to meet deadlines

03/ Specialist, Customer Relations (01 Position Based in Phnom Penh)

Key Responsibilities:

• Build and maintain business relationships with our clients, and ensuring that they receive an excellent customer service they need
• Further improve customer centricity with efficiency and effectiveness in providing customer satisfaction with reliable and advance notices and persistency improvement
• To service customer inquiries and deliver excellent service through communication & teamwork
• To focus on portfolio enhancement, reinstatement, policy change request, policy assignment, as well as focus on the acquisition of new Privilege customers
• To call/SMS/follow up with clients and log clients’ feedback as assigned by direct line manager.
• Coordinate and work with frontline team to ensure clients’ policies are renewed and proper status/feedback registered.
• Act as a middle person to ensure proper processes are followed.
• Go extra mile to engage with customers/very good customers’ orientation and ability to adapt and respond to different types of characters.
• Good ability to handle customers’ complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution is done on a timely manner.
• Analyze the trends and provide calls to action to senior management team on a timely manner.
• Perform other tasks as assigned by Manager, Customer Relations

Qualification:

• A Bachelor’s degree or equivalent certification
• A minimum of 1 to 3 years experiences in Customer Service
• Strong service delivery customer focus, teamwork, and result oriented
• Literate in MS Office, including Word, Excel, PowerPoint, internet  and MS Outlook
• Experienced in advance excel is an advantage
• Mature with a strong personal drive
• Strong customer focus and follow-up skills
• Strong communication and interpersonal skills
• Good command of spoken and written English and local language
• Responsible and demonstrated ability to work under pressure

04/ Specialist, Underwriting / Medical Doctor (01 Position Based in Phnom Penh)

Key Responsibilities:

• Have dual responsibility to underwrite/support the risk assessment of applications and to act in a leadership role for underwriters.
• Be assigned the most complex/high face amount cases and act as the underwriter on those cases, and support other underwriters through second signature.
• Maintains a strong working relationship with all kinds of the sales team in order to support them so that we understand each other on practices and procedures.
• Underwrite the life insurance applications according to company underwriting guidelines.
• Handle customer enquiries related to the submitted applications in a professional manner.
• Follow through the New Business admin procedure and workflow to ensure meeting committed service turnaround Provide ITC (Initial Training Course) training.
• Manage underwriting related projects Perform all other duties as requested or assigned.

Qualification:

• Degree holder preferably in medical (Medical Doctor) related discipline. Prior experience in life insurance industry, the medical field, underwriting or claims is preferred.
• Excellent, more in-depth knowledge of medical impairments (interplay must be clearly understood), non-medical aspects such as financial, avocational, occupational, geographical/political risks and their impact on mortality/morbidity.
• Excellent knowledge of insurable interest and financial underwriting principles.
• Excellent communication skills, written and verbal.
• Ability to influence and negotiate with both agents and clients.
• Excellent decision making skills, able to rationalize the whole risk and come up with the proper decision based on the merits.
• Comprehensive superior product knowledge.
• A sound knowledge of the various business structures, the company accounts including balance sheet, profit and loss accounts.
• Able to make a basic analysis of financial evidence such as tax returns, company accounts and arrive at a decision.
• Fully understand the types of business insurance needs and the basis to financially underwrite risks.
• Ability and skill to underwrite large amount cases including High Net Worth (HNW) products.
• Ability to analyze business accounts and intelligently apply the information to the assessment of the financial risk.
• Computer literate in MS Word, Excel and PowerPoint
• Ability to give professional presentations to groups of agents on various underwriting topics.     
• Analyzes all factors, recognized the business importance and provides an opinion that both rationalizes the mortality/morbidity results and meets expectations for competitive UW decisions.
• Empathizes with clients and provides a creative solution.
• Investigates problems and works with the Underwriters to improve communication skills.

05/ Senior Specialist, Underwriting / Medical Doctor (01 Position Based in Phnom Penh)

Key Responsibilities:

• Have dual responsibility to underwrite/support the risk assessment of applications and to act in a leadership role for underwriters.
• Be assigned the most complex/high face amount cases and act as the underwriter on those cases, and support other underwriters through second signature.
• Maintains a strong working relationship with all kinds of the sales team in order to support them so that we understand each other on practices and procedures.
• Underwrite the life insurance applications according to company underwriting guidelines
• Handle customer enquiries related to the submitted applications in a professional manner
• Follow through the New Business admin procedure and workflow to ensure meeting committed service turnaround
• Provide ITC (Initial Training Course) training Manage underwriting related projects Perform all other duties as requested or assigned.

Qualification:

• Degree holder preferably in medical (Medical Doctor) related discipline. Prior experience in life insurance industry, the medical field, underwriting or claims is preferred.
• Excellent, more in-depth knowledge of medical impairments (interplay must be clearly understood), non-medical aspects such as financial, avocational, occupational, geographical/political risks and their impact on mortality/morbidity.
• Excellent knowledge of insurable interest and financial underwriting principles.
• Excellent communication skills, written and verbal.
• Ability to influence and negotiate with both agents and clients.
• Excellent decision making skills, able to rationalize the whole risk and come up with the proper decision based on the merits.
• Comprehensive superior product knowledge.
• A sound knowledge of the various business structures, the company accounts including balance sheet, profit and loss accounts.
• Able to make a basic analysis of financial evidence such as tax returns, company accounts and arrive at a decision.
• Fully understand the types of business insurance needs and the basis to financially underwrite risks.
• Ability and skill to underwrite large amount cases including High Net Worth (HNW) products.
• Ability to analyze business accounts and intelligently apply the information to the assessment of the financial risk.
• Computer literate in MS Word, Excel and PowerPoint
• Ability to give professional presentations to groups of agents on various underwriting topics.     

06/ Senior Specialist, Claims (01 Position Based in Phnom Penh)

Key Responsibilities:

• Processes all types of claims and adjusts medical disputed claims (Professional and Facility) according to department, contract, and regulatory requirements.
• Implement the administration to complex claims by conducting thorough investigations, analyzing factual information, interpreting insurance policies and applying legal and technical knowledge to independently resolve claims files in a timely manner.
• Complete claims settlements by collaborating with subject matter experts and involved parties, recommending appropriate decision for assigned claims and communicating solutions to mitigate risks and coverage conflicts and achieve cost effective outcomes
• Inform internal/external to senior management on claims resolution processes by summarizing factual information, reporting scope, specialized exposures and accurately managing documentation of assigned claims to ensure effective communication of current state for claims portfolio.
• Facilitate strong working relationships by communicating across the organization and reporting on approved, cost-effective claims strategies to ensure understanding of claims operations and encourage a collaborative approach to enhancing the business
• Support claims workflow efficiency by accurately documenting portfolio progress, referring high risk exposures outside authority levels and seeking opportunities that enhance operational knowledge to ensure achievement of individual and department objectives
• Participate in claims staff on boarding by sharing technical knowledge, recommending solutions to complex, escalated issues, training on department processes and procedures and demonstrating application of best practices to assist in development of new team members
• Contribute to a positive work environment by demonstrating cultural expectations and influencing others to reward performance and value "can do" people, accountability, diversity and inclusion, flexibility, continuous improvement, collaboration, creativity and fun
• Adopt company values in personal work behaviors, decision-making, contributions and interpersonal interactions; manage own career development by soliciting feedback and valuing other perspectives

Qualification:

• Medical doctor degree or equivalent certificate.
• Over 3-5 years working experience in insurance industry, especially medical claim experience.
• Excellent customer service and telephone skills, excellent verbal and written communication skills
• Knowledge of all types of professional claims, ability to research and verify claims issues.
• Knowledge of compliance related to the processing of claims.
• Computer literate, knowledge of Microsoft Office

07/ Manager, Business Promotion and Strategy (01 Position Based in Phnom Penh)

Key Responsibilities:

Business Promotion:

• Promote career and business as an insurance advisor with Manulife on social media and other channels.
• Provide initiatives and add creativity on recruitment activities, campaigns, and recognition programs.
• Be a focal point to digitalize recruitment recognitions (e.g. for top AMs, top recruiters, MDRT members, core producers, and the like).
• Coordinate regional and international award programs for agents, field leaders, and AMs.
• Develop and lead Agency Social Responsibility activities to build good agency public image. Monitor and evaluate outcome and impact of these Agency Social Responsibility activities.
• Create and organize new recruitment events, including coffee chat with potential candidates.

Agency Strategies:

• Work closely with those in charge of leading agency strategies (full-time leaders program, virtual learning platform, operations expansion, digital tools (CMP/Genie), etc.).
• Monitor and evaluate progress on these agency strategies. Provide the progress report on a monthly basis.
• Ensure that communication on recruitment-related matters and agency strategies is correct and timely.
• Design strategy posters and other strategy-related communications.
• Develop budget planning for the others who lead the agency strategies.
• Maintain good relationship with HoS/SAMs/AMs/Department Heads, agency force, and the company staff at large.
• Perform other tasks as required from time to time

Qualifications:

• Degree holder in Management, Marketing, Communication, Business Administration or related field is preferred
• Possess 1-3 years of relevant working experience
• Demonstrated experiences in agency recruitment and strategic governance
• Good interpersonal skills and outgoing personality to reach different levels of people
• Good team player; willing to accept challenges and work under high pressure 
• Energetic with initiatives and self-motivated
• Excellent interpersonal, analytical and communication skills both in Khmer and English
• MS Office and design skill

08/ Manager, Business Development (03 Positions Based in Phnom Penh)

Key Responsibilities:

• The Business Development Manager is responsible for providing life insurance solutions to Bank's clients
• Provide training/coaching and supervision to ensure success of insurance sales.
• Work closely with branch sales and service teams to provide innovative product solutions to address client's protection, and long-term saving needs
• Strengthen the long-term relationships with clients by providing excellent customer service
• Develop and maintain a positive working environment for team members.
• Perform other tasks as required.

Qualifications:

• At least 5 years experience in financial industry in sale role (bank or insurance is preferred)
• Bachelor degree Marketing, business, Finance or related field is preferred
• Work experience in bancassurance sales is highly preferred for this position but those with sales and customer service experience gained from banking, transport, pharmaceutical, FMCG, hospitality and IT industries are also encouraged to apply
• Must be self-driven and highly motivated and have Strong leadership and influencing skills
• Personable, with good interpersonal and communication skills
• Proven track record in sales management and people management are definite advantage
• Knowledge of insurance products in particular and the financial services industry in general
• A vested interest in keeping abreast of the industry and market trends
• Strong analytical, inter-personal, communication (verbal and written) and business development/sales skills.
• Strong networking, innovative and strategic skills
• Ability to influence cross-functional teams without formal authority
• Good and presentation skills

09/ Agency Manager 

(01 Position Based in Battambang)
(01 Position Based in Kampong Cham)
(02 Positions Based in Kandal-Takhmao)
(02 Positions Based in Phnom Penh)

Key Responsibilities:

• Recruit quality insurance sales people
• Provide necessary training, coaching and supervision to ensure success of insurance sales people
• Build, manage and supervise own sales team to deliver sales target of the company
• Build new relationships and strengthen existing client relationships
• Oversee and organize team activities to ensure cohesiveness of team and productivity of team members
• Develop and maintain a positive working environment for team members

Qualifications:

• Bachelor degree in Marketing, Business, Finance or related field is preferred
• Proven track record in sales management and people management a definite advantage
• Good at using MS Office
• Knowledge of insurance product in particular and the financial services industry in general
• A vested interest in keeping abreast of the industry and market trends
• Strong analytical, inter-personal, communication (verbal and written) and business development/sales skills
• Sales focus, results driven, relationship building, professional maturity, teamwork and self-confidence
• Strong networking skills

10/ Manager, Customer Relations (01 Position Based in Phnom Penh)

Key Responsibilities:

• To establish a SOP as guided by the Customer Complaints Handling Procedures
• Handle escalated complaints from front liners and other parties.
• Handle customer complaints and conduct root cause analysis for continuous improvement in operations, processes and service delivery.
• Handle complaints that require special attention. E.g. involving local Regulators, Senior Management Team, social media, and serious complaints.
• Investigate and provide solutions to  customers' problems, which may be complex or long-standing problems that require special handling
• Handle customer complaints or any major incidents, according to procedures while injecting appropriate business sense and be customer focus.
• Manage and  keep accurate records of discussions or correspondence with customers
• Develop feedback or complaints procedures for customers to use
• Develop/enhance customer service procedures, policies and standards for the organization
• Explore with other managers to discuss possible improvements to customer service
• Develop training plans and conduct training/briefing/best practice sharing to complaint handling staff.
• Guide and coach complaint handling staff on resolving complaints at first contact
• Ensure work processes are in accordance with company’s procedures and in compliance with all relevant regulatory guidelines
• Create customer loyalty through the delivery of unrivalled customer service
• Collaborate with various departments such as Customer Experience, Product, Sales, and Compliance to develop preventive measures that will reduce complaints.
• Act as an independent party to ensure that complaints are handled objectively and complainants are treated fairly.
• Reporting and highlighting serious complaints to the relevant parties.
• Provide monthly reporting to Senior Management Team.
• Perform other tasks as assigned by management from time  to time

Qualifications:

• Bachelor degree in Business related field is preferred
• Over 3-5 years combined working experience in Customer Service, Process Improvement, Decision Making, Process management, Staffing, Planning, Budget control, Trend Analysis , Developing Standards
• Customer service background
• All levels of staff, management and sales force
• Possess customer-oriented personality
• Excellent interpersonal, communication and problem solving skills
• Demonstrate initiative, commitment, and responsibility
• Attention to details and accuracy
• Statistical analysis and presentation of complex information
• Innovator with a positive “can do” attitude and a positive attitude to change
• Computer literate in MS Word, Excel and PowerPoint

11/ Training Manager (01 Position Based in Kandal)

Key Responsibilities:

• Identify, develop and deliver training and coaching programs related to sales using a variety of methods such as classroom training, demonstrations, on-the-job training, meetings, conferences, and workshops
• Constantly analyze training needs of IS to develop new training programs or modify and improve existing programs for better result
• Conduct industry surveys to identify latest promotional activities.
• Develop and organize training manuals, multimedia visual aids, and other educational materials as required
• Prepare, control and monitor training budget and cost review for department
• Perform other tasks as required.

Qualifications:

• Bachelor Degree holder in Education, Human Resources, Business Administration or related field is preferred
• Experiences in front-line sales, sales training or people development role for at least 2-3 years
• Practical knowledge of sales process a must
• Knowledge of life insurance products will be an advantage but not a must
• Energetic with initiatives and self-motivated
• Ability to work with people - project management skills are essential
• Good interpersonal, analytical and communication skills both in Khmer and English

12/ Associate Director, Employee Benefits (01 Position Based in Phnom Penh)

Key Responsibilities:

• Lead from the front whilst developing a strong group life sales team
• Work through and with the team of agents and managers to achieve predetermined goals and objectives.
• Provide necessary training, coaching and supervision to ensure the success of the team.
• Support company strategies in a positive and creative manner.
• Build lasting relationships with customers and team members alike with a strong relationship focus to ensure repeated business
• Maintain the highest standards of professionalism within the market 
• Work with the organization to ensure the continuous development and professionalism in the team
• Control and organize all necessary events and activities in your team with the support of the sales promotion team as required within budget.
• Build a climate of success within the team.
• Ensure all agents and managers are managed to clear goals and targets.

Qualifications:

• Bachelor degree in Business, Marketing, Finance or related field is preferred
  • Knowledge of insurance product in particular and the financial services industry in general
  • A vested interest in keeping abreast of the industry and market trends
  • Strong analytical, inter-personal, communication (verbal and written) and business development/sales skills
  • Sales focus, result driven, relationship building, professional maturity, teamwork and self-confidence
• Strong networking skill
  • To respect and work in a positive manner with all staff and departments within the company
  • Maintain the highest ethical and moral standards and gain the respect of clients, partners, and government officers whilst being a positive ambassador for Manulife in the market place

HOW TO APPLY

Interested applicants meeting the above requirements should submit their CVs, covering letters and National ID card by going to this link: http://www.manulife.com.kh/Corporate-Careers-Career-Possibilities and follow each of its step.

For more details please contact Ms. Kimleng Moul via [email protected]. Or
Ms. Choury Chim via [email protected]. Application should be submitted before
02nd February 2020. Only shortlisted candidates will be contacted.