Policy Servicing & UCM Manager

About the role

Manulife is seeking a People Leader to head its Customer Service & Policy Servicing function. The role is responsible for delivering an excellent customer experience, ensuring regulatory compliance, and driving operational efficiency across policy servicing activities.

Key responsibilities

• Oversee end‑to‑end policy servicing for in‑force customers, including endorsements, renewals and related requests.
• Ensure customer queries, requests and complaints are resolved within agreed TAT/SLA.
• Maintain controls for policy servicing processes, escalation handling, privacy and information protection.
• Manage the unassigned customer portfolio, designing proactive outreach strategies to improve retention and close service gaps.
• Lead, coach and develop the Customer Service & Policy Servicing team to meet performance targets.
• Collaborate with operations, claims, IT, product and finance to resolve policy issues and support system enhancements.
• Prepare and review service, operational and compliance reports to inform continuous improvement.

Required profile

• Proven leadership experience in customer service or policy servicing environments.
• Strong understanding of regulatory compliance and privacy standards in financial services.
• Demonstrated ability to manage end‑to‑end operational processes and drive efficiency.
• Excellent communication and cross‑functional collaboration skills.
• Experience in coaching, performance management and team development.

Required skills