Manulife Philippines Names Erica Santos Chief Operations Officer

Manulife Philippines is strengthening its leadership team with the appointment of Erica Jurilla Santos as Chief Operations Officer, effective September 15, 2026, as the insurer continues to advance its operations and customer service capabilities.

Santos will also become a member of the Manulife Philippines Executive Committee. In her new role, she will oversee the company’s operations strategy, focusing on service excellence, operational performance, digital adoption, and customer-centered innovation.

Her appointment comes as Manulife Philippines continues its business transformation efforts aimed at creating better experiences for customers and distribution partners while building operations that can respond to changing market needs.

“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 of Manulife Philippines.

Hora said Santos’ experience in service delivery and customer experience would help the company improve its operations and support its growth plans in the country. He added that her appointment supports Manulife’s goal of developing future-ready operations capable of providing faster, more consistent, and responsive service.

Santos brings more than two decades of leadership experience spanning insurance, contact center, and back-office operations. Her areas of expertise include workforce strategy, service delivery, financial governance, vendor management, customer experience, and operational transformation.

She joined Manulife Business Processing Services in 2022 and has since held key operational responsibilities. Most recently, Santos led a 600-FTE organization supporting Manulife’s U.S. insurance operations across new business, policy administration, and life and health claims.

Taking on her new position, Santos emphasized the important role operations plays in shaping the experience of both customers and advisors.

“I’m honored to take on this role and to work with the talented teams across Manulife Philippines,” Santos said.

She added that she looks forward to developing stronger, simpler, and more responsive ways of working while creating meaningful value for customers and distribution teams.

Through Santos’ appointment, Manulife Philippines aims to further strengthen its operational foundation while pursuing more agile, digitally enabled, and customer-focused services as it continues to grow in the Philippine market.