Manulife Philippines has appointed Erica Jurilla Santos as chief operations officer, putting her in charge of the teams and systems that handle customer service and day-to-day operations.
Santos, whose appointment took effect Tuesday, joined Manulife Business Processing Services in 2022 and most recently led a 600-person team supporting the insurer’s U.S. operations.
Her team handled new business, policy administration and life and health claims.
Santos has more than 20 years of experience across insurance, contact center and back-office operations, including service delivery, workforce management and customer experience.
“Erica is a highly experienced operations leader with a strong track record in transformation, operational resilience, process efficiency, and talent development,” Manulife Philippines President and CEO Rahul Hora said.
Hora said Santos would help strengthen Manulife’s operations and improve service as the insurer pursues its growth plans in the Philippines.
“Operations plays a critical role in shaping the customer and advisor experience,” Santos said.
She said she would focus on simplifying processes and making services more responsive to customers and distribution teams.
