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Billing & Collection Senior Analyst

Manulife and John Hancock
Makati City, Philippines
Closing date
Aug 4, 2024

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Job Function
Industry Sector
Finance - General
Employment Type
Full Time
We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive. Discover how you can grow your career, make impact and drive real change with our Winning Team today.

Working Arrangement


Job Description

The opportunity

The Billing & Collection Senior Analyst (Suspense Analyst) analyzes outstanding items in the payment suspense accounts and based on standard operating procedures, determines what needs to be done to process the transaction; ensures that customer transactions are done within turnaround time (TAT).

  • Investigates outstanding suspense items and determines corresponding actions.
  • Monitors suspense account items on a recurring basis; investigated and validates against policies and controls.
  • Helps to ensure an adequate internal control system remains in place to ensure transactions are accurate.
  • Works with teams internally to ensure that clearing of suspense accounts is done appropriately in accordance with current procedures.
  • Analyzes issues to determine if changes/corrections are needed in the client administration system set-up or if it is an isolated incident.
  • Effective communication with customers.
  • Deals with policyholders and agents (client interface-oral and listening skills necessary, and through correspondence) in response to various policy inquiries and other related transactions.
  • Email handling.
  • Able to give answers to suspense-related queries and concerns.
  • Timely preparation and submission of assigned report/s.
  • Actively participates in identifying ways to automate current processes to increase efficiencies and controls.
  • Suggest ideas that will help improve the team's performance and the company as well.
  • Supports the team in achieving the standard required for the job by processing transactions and providing immediate and accurate response to queries
  • Active participation in company provided trainings and seminar and other suspense-related activities and/or system enhancements
  • Ensure timely and accurate preparation of monthly activity report of all processed transactions
  • Encourage the team to share information, knowledge and best practices on how to improve daily tasks.

How will you create impact?

The role will report to the Lead, Billing & Collection.

What motivates you?
  • You obsess about customers, listen, engage and act for their benefit.
  • You think big, with curiosity to discover ways to use your agile approach and enable business outcomes.
  • You thrive in teams and enjoy getting things done together.
  • You take ownership and build solutions, focusing on what matters.
  • You do what is right, work with integrity and speak up.
  • You share your humanity, helping us build a diverse and inclusive work environment for everyone.

What we are looking for
  • Degree Holder of any four year course
  • Related insurance qualifications would be an advantage
  • 2-4 years of professional experience in the Life Insurance industry Certificate in Life Insurance or Diploma in Life Insurance would be an advantage
  • MS Office Applications (i.e., Word, Excel, Power Point) and other applications such as CAS & Macro

What can we offer you?
  • A competitive salary and benefits packages.
  • A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills.
  • A focus on growing your career path with us.
  • Flexible work policies and strong work-life balance.
  • Professional development and leadership opportunities.

Our commitment to you
  • Values-first culture
    We lead with our Values every day and bring them to life together.
  • Boundless opportunity
    We create opportunities to learn and grow at every stage of your career.
  • Continuous innovation
    We invite you to help redefine the future of financial services.
  • Delivering the promise of Diversity, Equity and Inclusion
    We foster an inclusive workplace where everyone thrives.
  • Championing Corporate Citizenship
    We build a business that benefits all stakeholders and has a positive social and environmental impact.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Asia, Canada, and Europe, and primarily as John Hancock in the United States. We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups and institutions. At the end of 2022, we had more than 40,000 employees, over 116,000 agents, and thousands of distribution partners, serving over 34 million customers. At the end of 2022, we had $1.3 trillion (US$1.0 trillion) in assets under management and administration, including total invested assets of $0.4 trillion (US $0.3 trillion), and segregated funds net assets of $0.3 trillion (US$0.3 trillion). We trade as 'MFC' on the Toronto, New York, and the Philippine stock exchanges, and under '945' in Hong Kong.

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

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