
Corporate Account Team Lead, Manager
18 hours ago
Overview
The Corporate Accounts Team Lead, Manager – Intake Team, leads the Intake Team within the Group Accounts Management function, ensuring the timely and efficient handling of all incoming service requests, inquiries, and concerns from corporate clients. The role is accountable for managing team performance, service responsiveness, and end-to-end coordination with downstream teams such as New Business, Fulfillment, and Billing & Collections. The Team Lead is expected to maintain a zero-backlog target, monitor service level agreements (SLAs) and turnaround times (TATs), and drive service excellence by implementing effective processes and stakeholder engagement. This role is critical in ensuring a responsive and client-centric service experience for all group policyholders.
Position Responsibilities :
- Oversee the day-to-day operations of the Intake Team, ensuring that all incoming client emails and requests are acknowledged, categorized, logged, and properly endorsed within agreed timelines.
- Monitor the team’s performance against key metrics, including email response time, TAT compliance, and resolution efficiency.
- Implement and maintain a zero-email backlog policy by ensuring daily monitoring and workflow discipline.
- Conduct regular alignment with internal departments (New Business, Fulfillment, Billing and Collections, and Account Management teams) to streamline hand-offs and improve resolution turnaround.
- Handle and resolve escalated client issues, ensuring appropriate follow-through and communication.
- Provide coaching, training, and performance reviews for Intake Specialists to support continuous improvement and professional development.
- Develop and maintain dashboards, reports, and trackers that monitor team workload, SLA adherence, and issue resolution trends.
- Identify and implement process improvements to enhance client experience, reduce hand-offs, and drive operational efficiency.
- Ensure accurate documentation and audit trail of all client requests and transactions for compliance and quality assurance.
Individual Accountabilities :
- Team Leadership and Service Oversight : Lead, manage, and support the Intake Team in achieving daily operational goals and delivering a positive client experience.
- Email and Request Management : Ensure all requests are acknowledged and endorsed in a timely and accurate manner, with clear accountability tracking.
- SLA and TAT Monitoring : Maintain oversight of all open requests and drive on-time delivery through proactive follow-ups and issue resolution.
- Escalation Handling : Personally manage high-impact or sensitive client concerns and ensure resolution through appropriate channels.
- Operational Reporting : Prepare and analyze service reports to inform management decisions and process refinements
Key Shared Accountabilities :
- With New Business, Fulfillment, and Billing & Collections Teams : Ensure proper hand-off, status monitoring, and timely follow-up of client requests.
- With Renewal Managers / Officers : Share updates on critical client concerns and collaborate on end-to-end service resolution.
- With Quality Assurance and Compliance Teams : Align on documentation requirements, audit findings, and adherence to service policies and procedures.
- With IT / Systems Support Teams : Coordinate enhancements to intake and tracking systems, email platforms, or workflow tools that support operational efficiency.
- Maintain strong relationships with direct clients, brokers, bancassurance, and agency channels to uphold service excellence.
Required Qualifications :
- College graduate of any 4year course
- Requires 3-5 years of Group Accounts Management and / or Operations experience; 3 of which is being a manager on the said functions.
- Excellent customer service orientation
- Proficiency in MS Office notably MS Excel
Preferred Qualifications :
- Preferably with Basic LOMA course taken and passed
- Continuous Improvement Orientation
- Strong analytical skills
- Excellent communication and interpersonal skills
- Strategic Thinking and Process Innovation
- Conflict Resolution and Escalation Management
- Operational Discipline and Accountability
- Leadership and Team Empowerment
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 .
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 .
Working Arrangement
Hybrid
#J-18808-Ljbffr-
Corporate Account Manager
17 hours ago
, Metro Manila, Philippines Buscojobs Full timeCorporate Account Manager Ft jobs in Makati Taguig, National Capital Region ₱ - ₱ Y Career Opportunity Promoters Posted 1 day ago Job Description Executive recruitment company Monroe Consulting Group Philippines is recruiting on behalf of an end-to-end omni-channel food distribution company that specializes in supplying a wide range of products such as...
-
Team Lead, Broker And Direct Channel
17 hours ago
, Metro Manila, Philippines Buscojobs Full timeOverview The Team Lead for Broker and Direct is a sales function responsible for bringing sales through corporate clients in the bancassurance channel. The Team Lead will manage the Corporate Solutions Team of Broker and Direct, activate all brokers, and grow the sales portfolio of the direct channel. The Team Lead shall implement and execute business...
-
Corporate Accounting Manager
4 days ago
Manila, Philippines Interlink Global Talent Full timeABOUT US: At Interlink Global Talent, we specialize in providing skilled offshore staffing solutions to businesses across diverse industries. Our team of highly trained professionals, located in the Philippines, seamlessly integrates with companies in the United States, offering a unique and cost-effective approach to meet staffing needs. We are seeking an...
-
Corporate Accounting Manager
2 weeks ago
MANILA, Philippines Interlink Global Talent Full timeABOUT US: At Interlink Global Talent, we specialize in providing skilled offshore staffing solutions to businesses across diverse industries. Our team of highly trained professionals, located in the Philippines, seamlessly integrates with companies in the United States, offering a unique and cost-effective approach to meet staffing needs. We are seeking an...
-
Operations Team Lead L Pioneer Account
17 hours ago
, Metro Manila, Philippines Buscojobs Full timeOperations Team Lead | Pioneer Account | 100 ONSITE Posted 1 day ago Job Description Grab the opportunity, achieve your highest potential. Join us today We are looking for awesome and talented leaders for our growing awesome team. Requirement: Should have at least 1 year of relevant experience as a Team Lead/Supervisor on a BPO setup Must be willing to work...
-
Accounts Payable Team Lead
17 hours ago
, Metro Manila, Philippines Buscojobs Full timeAccounts Payable Lead — Manila Posted 1 day ago Job Description About Amplify Amplify is one of the leading digital entertainment companies in the Asia Pacific region. As a young and ambitious company, we are focused on redefining the entertainment business for the 21st century. At Amplify, we create and develop commercial opportunities and audience...
-
Accounting Team Lead
1 week ago
, Metro Manila, Philippines Buscojobs Full timeOverview IWG formerly known as Regus is leading the workspace revolution. Our goal is to provide people and their businesses to work more productively by offering a choice of professional, and collaborative workspaces/officespaces. We are present in 3,000 locations in over 100 countries and 1,000 cities across the world, and here in Manila our office is...
-
Corporate Account Specialist
17 hours ago
, Metro Manila, Philippines Buscojobs Full timeJob 1: Corporate Account Specialist – Makati Location: Makati City, National Capital Region Salary: ₱104,000 - ₱130,878 Employer: Monroe Consulting Group Philippines (on behalf of an end-to-end omni-channel food distribution company) Work arrangement: Office + Field visits Job overview: The Business Development & Key Account Specialist is responsible...
-
Corporate Accountant- US Shift
2 weeks ago
, Metro Manila, Philippines Concentric Sky (now part of Instructure) Full timeOverview At Instructure, we believe in the power of people to grow and succeed throughout their lives. Our goal is to amplify that power by creating intuitive products that simplify learning and personal development, facilitate meaningful relationships, and inspire people to go further in their education and careers. The corporate accountant role will...
-
Lead, Corporate Affairs Paralegal
2 weeks ago
, Metro Manila, Philippines GCash Full timeOverview Lead, Corporate Affairs Paralegal at GCash. Do you want to take the first step in making Filipinos’ lives better everyday? Here in GCash we want to stay at the forefront of the FinTech industry by creating innovative, meaningful, and convenient financial solutions for the nation! G ka ba? Join the G Nation today! Responsibilities preparing...