Customer Outcomes Facilitator
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Job Location:
Makati City - Philippines
Monthly Salary:
Not Disclosed
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
Join us as a Customer Outcomes Facilitator and transform the life insurance claims experience by owning cases endtoend engaging customers with empathy and driving timely resolutions through crossfunctional collaboration.
Impact on Mission: You will help deliver our brand promise during lifes critical momentsreducing friction restoring confidence and ensuring customers feel heard supported and informed.
What Youll Gain: Meaningful customer impact exposure to multidisciplinary teams growth in outcome enablement and experience design and the chance to shape service improvements through Voice of the Customer insights.
Position Responsibilities
Serve as the single point of contact for assigned claims; advocate for customer needs and ensure continuity.
Track progress and proactively follow up on pending actions to prevent delays (documents requirements dependencies).
Escalate delays with context and urgency; coordinate resolution with Claims Underwriting Legal Finance and Distribution.
Ensure timely and accurate documentation of all interactions commitments and decisions for compliance and continuity.
Initiate regular customer updates to reduce anxiety and build confidence; communicate with empathy and clarity.
Use active listening to surface unspoken concerns and emotional cues; respond with care during sensitive moments.
Facilitate timely handoffs and maintain alignment on case status and next steps across internal stakeholders.
Identify potential blockers early (e.g. missing documents unclear policy terms) and take corrective actions.
Monitor adjudication progress and follow through until final payout; own outcomes not just tasks.
Capture customer sentiment and feedback; contribute insights to Experience Reviews and Voice of the Customer programs.
Document recurring pain points and recommend process/policy improvements; support continuous service design enhancements.
Required Qualifications
Experience: 35 years in life/health insurance claims customer service case management or a related frontline role.
Tools & Systems: 2 years using CRM/case management and claims administration systems; proficient with Microsoft 365 (Outlook Teams Word Excel).
Education: Bachelors degree in Business Finance Psychology Nursing/Medical Sciences Communications or a related field; equivalent experience considered.
Core Skills: Exceptional written and verbal communication active listening empathy problem-solving and followthrough; ability to manage sensitive conversations and maintain confidentiality.
Compliance & Documentation: Strong discipline in accurate recordkeeping and adherence to policies procedures and regulatory standards.
Preferred Qualifications
Customer experience/operations credentials.
Advanced proficiency in CRM platforms (e.g. Salesforce) and analytics/reporting (e.g. Excel Power BI).
Prior experience in crossfunctional coordination with Claims Underwriting Legal Finance and Distribution.
Demonstrated contributions to Voice of the Customer and experience design initiatives.
Multilingual communication capability and experience handling emotionally sensitive customer scenarios.
When you join our team:
Well empower you to learn and grow the career you want.
Well recognize and support you in a flexible environment where well-being and inclusion are more than just words.
As part of our global team well 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 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 .
Working Arrangement
Key Skills
- Experience Working With Students
- Communication skills
- Classroom Experience
- Data Collection
- Adult Education
- Meeting Facilitation
- Calculus
- LMS
- Teaching
- Training & Development
- Exercise Planning
- Remedy
About Company
Manulife is a leading financial services group. We provide financial advice, insurance, as well as wealth and asset management solutions for individuals, groups and institutions.
