Manulife Philippines recently announced the appointment of Erica Jurilla Santos as its Chief Operations Officer. Her term begins September 15, 2026 and will be part of Manulife Philippines Executive Committee.
As she step into her new role as COO, Santos will focus on operations strategy, strengthening service excellence, operational performance, digital adoption, and customer-focused innovation. Her leadership will support the company's continued transformation and commitment to delivering better experiences for customers and distribution partners. Her appointment as COO reflects Manulife's continued focus on building stronger operational capabilities, enhancing customer and distribution experiences, and advancing business transformation in support of its ambition to be the #1 choice for Filipino customers.
“Erica is a highly experienced operations leader with a
strong track record in transformation, operational resilience, process
efficiency, and talent development,” said Rahul Hora, President and Chief
Executive Officer, Manulife Philippines. “Her deep understanding of service
delivery and customer experience will help us further strengthen our
operations, improve how we serve customers and distribution partners, and
support our growth ambitions in the Philippines. Erica’s appointment also
reinforces our commitment to developing future-ready operations that enable our
teams to serve with greater speed, consistency, and care.”
She brings more than 20 years of leadership experience to the company, with expertise in service delivery, workforce strategy, financial governance, vendor management, customer experience, and operational transformation. Santos started at Manulife Business Processing Services in 2022, where she has made significant contributions to strengthening operations, including leading a 600-FTE organization supporting Manulife's U.S. insurance business across new business, policy administration and life health claims.
“I’m honored to take on this role and to work with the talented teams across Manulife Philippines,” said Erica Jurilla Santos, Chief Operations Officer, Manulife Philippines. “Operations plays a critical role in shaping the customer and advisor experience, and I look forward to helping build stronger, simpler, and more responsive ways of working that deliver meaningful value for our customers and our distribution teams. Together, we have an opportunity to build more agile, customer-centered operations that support Manulife’s growth and help make decisions easier and lives better for more Filipinos.”
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