Lead, Health Advocacy Governance
Manulife — Makati City
Posted 2026-08-13
The Health Lead in the Customer Advocacy Team plays a crucial role in ensuring that customers receive excellent health-related support. This role involves managing a team of Health Customer Service Representatives and Health Customer Relation Officers, ensuring they have the necessary training and knowledge to effectively handle aftersales health inquiries and concerns. Position Responsibilities: Set performance expectations and KPIs aligned with experience goals: Establishes clear standards for success, focusing not just on operational metrics (e.g., turnaround time) but also on relational outcomes like customer satisfaction and sentiment. Monitor case handling quality, timeliness, and customer sentiment: Ensures consistency in service delivery and identifies coaching opportunities based on real-time performance and customer feedback. Conduct regular coaching, feedback sessions, and performance reviews: Builds team capability and reinforces the behaviors needed for relational service empathy, ownership, and proactive communication. Foster a culture of ownership, empathy, and continuous learning: Drives engagement and accountability, encouraging facilitators to take initiative and