Client and Account Specialist

The Specialist is responsible for supporting daily operational controls and system governance activities within Policy Owner Services (POS). This role focuses on QA/QC business reconciliation UAT testing incident investigation and supporting system enhancement initiatives to ensure operational efficiency and service quality.

Key Responsibilities

System Operations & Reconciliation

• Perform daily operational reconciliation and monitoring activities.

• Investigate data discrepancies exceptions and process breaks.

• Ensure accuracy and completeness of business transactions between systems.

• Support root cause analysis for operational incidents and system issues.

QA/QC & Data Validation

• Conduct regular quality checks on operational outputs and reports.

• Validate data accuracy completeness and consistency.

• Identify trends recurring issues and process gaps.

• Maintain issue logs and follow through until resolution.

UAT & Project Support

• Prepare test scenarios and test cases.

• Execute UAT testing for system enhancements product launches and regulatory changes.

• Document defects and coordinate with IT teams for issue resolution.

• Support production validation after deployment.

Stakeholder Collaboration

• Work closely with Operations IT Product Project teams and other stakeholders.

• Support training documentation and knowledge sharing activities.

• Foster teamwork and a collaborative working environment.

Other Duties

• Participate in continuous improvement initiatives.

• Perform other assignments as requested by Line Manager.

Requirements

• Bachelors degree in Insurance Finance Business Administration Economics Information Systems or related fields.

• 2-3 years of experience in Life Insurance Operations experience in QA/QC testing is an advantage.

• Strong analytical and problem-solving skills.

• Good understanding of life insurance business processes.

• Good communication and stakeholder management skills.

• Team player with positive attitude and willingness to learn.

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 .