MANILA, Philippines — Manulife Philippines has named Erica Jurilla Santos as its new Chief Operations Officer, effective Sept. 15, 2026.
In her new role, Santos also joins the company’s Executive Committee to oversee operations delivery, customer experience, and ongoing business transformation initiatives.
The appointment comes as the insurer works to enhance operational performance, accelerate digital adoption, and streamline service journeys for both policyholders and distribution partners. The executive move directly aligns with the organization’s broader strategy to position itself as the top choice for insurance customers across the country.
Santos transitions into the position with over two decades of executive experience spanning insurance operations, contact center management, and back-office administration.
Her background includes extensive work in service delivery, workforce strategy, financial governance, vendor management, and customer experience design.
She joined Manulife Business Processing Services in 2022, where she recently managed a 600-person team backing Manulife’s U.S. insurance operations across key functions:
- New business processing
- Policy administration
- Life and health claims management
“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.”
In her elevated capacity, Santos will focus on building agile, customer-centric workflows to increase efficiency and responsiveness across the company’s local service touchpoints.
“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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