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MARKETS & INVESTING | Staff Reporter, Singapore
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Manulife Singapore records growth; opens new customer centre

The company's weighted premium increased by 8% in Q1 2011 and 36% in Q4 2010, bringing home a total weighted sales of about $20million.

Robust sales from single premium investment linked and highnet-worth plans boosted overall sales.

Ms Annette King, President & CEO of Manulife Singapore said: “We closed the year 2010 with
remarkable sales in Q4. The business momentum continued in Q1 this year to reach total weighted
sales of approximately S$20 million. April 2011 saw another strong month with regular premium
sales growth of 38 percent over March 2011. If this persists, we expect 2011 to be a very positive
year.”

Along with business growth, Manulife Singapore expanded to the east of Singapore with a new
Centre in Tampines. Conveniently located at 9 Tampines Grande, this new office is 5 minutes from
the hustle and bustle of the gregarious Tampines neighbourhood, one of the largest residential
developments in Singapore.

Ms. King added: “Setting up this new additional office is a demonstration of our commitment to
Singapore. Being in Tampines gives Manulife greater proximity to our clients in the Eastern zone.
As a forward-thinking and reliable Company, we have expanded to serve them better.”

Manulife Singapore currently has an agency force of approximately 900 with a goal of doubling our
manpower by 2014. Called the ‘Financial Advice and Customer Service Centre,’ the Tampines
Grande office is a new home for five financial advice teams with about 140 Financial Planners and it is expected to grow to support up to 250 FPs as well as a dedicated customer service team.


Customer service excellence is a key differentiator for Manulife Singapore. Guided by a directional
compass called Customer PRIDE*, Manulife Singapore topped the most recent Customer Service
Satisfaction Index of Singapore in the financial services sector, scoring 68.5 points against the
sector average score of 66.2 and national average of 67.2 for all industries surveyed. This is an
annual survey conducted by Singapore Management University.

“Our position and affirmation as the chart-topper for customer service in the financial services
industry is a testament that our customer-centric approach works well for us and we shall continue
to do better, work harder and reach further for our clients,” added Ms. King.

The new office at Tampines Grande comes with new training facilities and event rooms catered for
FPs and their clients. It includes a children’s room equipped with games and DVDs to serve clients
who bring children to the office. Apart from offering a comfortable and professional environment, the
facility includes a modern client suite equipped with wireless Internet connectivity.

“We recognise that client confidentiality is key in our business and we have designed the office and
its functionality with that in mind,” said Mr. Robert Elliott, Senior VP & Chief Distribution Officer.

One example is the multi-functional printer and copier which has a security feature that only allows
documents to print when the document owner taps a special security card on the machine. This
ensures full confidentiality of documents and client data.

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