Senior Officer, Sales Support (Macau Pension)

Senior Officer, Sales Support

The Macau’s Pension Sales Support Officer provides administrative, operational and customer support to the agency channel on handling Macau Pension products and services (e.g., operation handling, enquiry services inquiries & sales support…etc.). The role focuses on coordinating sales activities, preparing documentation, handling customer enquiries, and ensuring smooth end-to-end service.

Position Responsibilities:

1. Sales & Administrative Support

• Assist in handling daily new business and policy administration activities, including form collection, scanning, and new business maintenance.

• Respond to enquiries from AMCM, handle complaints, and support regulatory reporting. Follow up on invalid contact information and returned mailings.

2. Macau Pension Product Support

• Support the preparation and distribution of customer materials.

• Liaise with internal departments (operations, compliance, product) to resolve CPF account or transaction-related issues.

• Ensure all communications and documentation comply with CPF guidelines, regulatory requirements and internal policies.

3. Customer Service & Enquiry Handling

• Respond to agency enquiries via phone, email or walk-in regarding CPF-related products, account status and application progress.

• Track and follow up on agents or customer requests, complaints and feedback, ensuring timely resolution and escalation when necessary.

• Maintain a professional, service-oriented attitude and clear communication when explaining procedures and product details.

4. Coordination & Reporting

• Monitor the agency’s licensing status and support new agent contracting, onboarding, and termination processes.

• Respond to agents’ enquiries regarding commissions and payments.

• Update and maintain internal databases with accurate client and activity records.

5. Compliance, Quality & Process Improvement

• Adhere to CPF regulations, data privacy rules and company compliance standards in all workflows.

• Help identify process inefficiencies and suggest improvements to enhance customer experience and sales team productivity.

• Keep up to date with changes in CPF policies and retirement-related regulations to support accurate information sharing.

Required Qualifications:

• Diploma or degree in Business, Finance or related discipline.

• 1–3 years of experience in financial services, customer service or sales support (retirement/CPF experience preferred).

• Basic understanding of CPF schemes and retirement planning concepts.

• Strong communication and interpersonal skills, with good written and spoken English (plus local languages where relevant).

• Good organisation, attention to detail and proficiency in MS Office.

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 https://www.manulife.com/en/about/our-story.html.

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 hr@manulife.com.