Conservation Strategy and Enablement Manager at Manulife in Makati City

Job description

The Conservation Strategy and Enablement Manager is a senior individual contributor and conservation subject-matter expert responsible for improving policy persistency, customer retention, reinstatement, premium recovery, and saved policy value across approved inforce initiatives. The role combines direct handling of selected or complex conservation cases with conversation strategy development, customer journey optimization, frontline capability building, campaign execution, and performance insight. The role works with Outbound, Customer Care, Operations, Marketing, Product, Technology, Legal, Compliance, Risk, Privacy, Agency, Bancassurance, and other distribution stakeholders to deliver timely, fair, and needs-based customer outcomes in accordance with approved scripts, product rules, licensing boundaries, privacy requirements, and conduct standards. Position Responsibilities: 1. Conservation Strategy & Conversation Design · Review and enhance approved conservation scripts, customer messages, objection-handling guides, and conversation frameworks using campaign performance, customer feedback, call insights, quality findings, and frontline input. · Translate effective field sales, relationship-management, and agency practices into practical, customer-centered approaches for outbound calls, frontliner conversations, policy reviews, and digital or assisted communications. · Translate approved product, policy, fund, and market information into clear, relevant, and needs-based customer conversations that address common withdrawal, surrender, lapse, and payment concerns. · Recommend improvements to conservation journeys, customer and advisor touchpoints, treatment strategies, communications, handoffs, escalation paths, and sales interventions. 2. Customer Retention & Case Management · Conduct proactive and reactive customer conversations for withdrawal conservation, lapse prevention, reinstatement, premium collection, and other approved inforce initiatives. · Understand the customer’s stated needs and circumstances, explain approved alternatives clearly and objectively, and support informed decision-making without applying undue pressure. · Manage assigned opportunities from lead receipt through closure, including required follow-ups, documentation, coordination, and escalation. · Handle selected, complex, high-value, or sensitive cases within authorized boundaries and refer matters requiring specialized advice or approval through prescribed channels. 3. Distribution Partnership & Capability Building · Partner with Agency, Bancassurance, Outbound, Customer Care, and other customer-facing teams to support policy reviews, conservation campaigns, and consistent customer conversations. · Provide functional guidance, approved conversation support, and conservation expertise to frontline and distribution stakeholders. · Participate in briefings, coaching, calibration, and training sessions to reinforce desired customer-engagement behaviors, documentation standards, and conversation quality. · Lead or support change-management activities required to embed new conservation strategies, scripts, journeys, and operating processes. 4. Campaign & Journey Execution · Execute assigned campaigns across approved channels and support pilots, readiness activities, implementation reviews, and post-launch assessments. · Coordinate cross-functional handoffs and help resolve customer, process, data, or operational issues that affect timely case completion. · Identify recurring customer pain points, surrender triggers, contact barriers, and process gaps and recommend practical corrective actions. · Contribute frontline insights to segmentation, prioritization, next-best-action, treatment, and communication strategies. 5. Performance, Risk & Continuous Improvement · Maintain complete and accurate customer, case, activity, and outcome records in approved systems and trackers. · Monitor agreed measures for contact, conservation, reinstatement, premium recov