PURPOSE:

• Reporting to the Policy Administration & Servicing Manager, the Assistant Manager – Policy Servicing, Conservation & Quality Assurance will drive conservation efforts, and implement quality assurance and customer engagement initiatives that improve persistency, benefit accuracy, customer satisfaction, and operational compliance.

PRIMARY RESPONSIBILITIES:

Policy Servicing Operations

• Oversee endorsements, reinstatements, renewals, and paid-up policy processing.
• Implement call-out procedures and verify client signatures and documents as per updated guidelines.

Quality Assurance & Data Integrity

• Validate policyholder and transactional data prior to mitigate financial and reputational risks
• Collaborate with Premium Analysis team to ensure accurate policy status and premium accounting.

Customer Engagement & Education

• Conduct webinars and milestone-based communication to educate clients on life insurance products.
• Organize client engagements e.g. Family Fun Days
• Promote transparency and understanding of policy benefits and processes.

Audit, Compliance & Controls

• Implement internal audit recommendations and monitor suspense accounts.
• Enforce enhanced controls for endorsement processes.
• Ensure regulatory compliance and adherence to fraud prevention protocols.

Team Supervision

• Support team development, assign KPIs, and ensure monthly clean-up of policy servicing backlogs

Key Skills, Knowledge, Experience and Behavioural Competencies

Academic and Professional Requirements

• Education    Bachelor’s Degree    Bachelor’s degree in Insurance or Business-related field
• Professional Qualification    ACII, AIIK, LOMA-FLMI or equivalent professional insurance qualification.

Experience Required:

• Minimum three years in policy administration    3years