Senior Officer, Policy Services (50000264)

Job Purpose

'Advanced operations role in managing life insurance policy activities, ensuring data accuracy, transparent customer communication, and process compliance. This position also contributes to guiding junior staff, recommending process enhancements, and collaborating with cross-functional teams.

Key Accountabilities (1)

1. Advanced Policy Operations Execution
- Handle complex policy servicing requests such as benefit modifications, product conversions, premium frequency changes, and special beneficiary updates in line with contractual provisions.
- Review and validate supporting documentation prior to system updates, ensuring full compliance with internal procedures and regulatory requirements.
- Execute reinstatement, renewal, and cancellation procedures in cases involving overdue premiums, special customer requests, or agent recommendations.
- Serve as point of control for system data accuracy; reconcile physical documents, digital records, and contract archives.
- Coordinate corrections with relevant departments.
- Dispatch policy update confirmations and service letters to customers, agents, and internal units with professional tone and timely delivery.
- Review junior staff entries on sensitive cases or flagged transactions; recommend accurate resolution steps.
- Analyze operational metrics periodically (e.g. cancellation ratio, document return rate) to assess performance and recommend service enhancements.
- Propose transaction tiering mechanisms for high-complexity cases to improve handling accuracy and processing efficiency.
- Ensure full adherence to service SLAs, processing guidelines, approval matrix, and legal standards throughout policy transactions.

Key Accountabilities (2)

2. Internal Collaboration and Capability Development
- Collaborate effectively with related departments such as Customer Service, Finance, Legal, IT, and Product when handling policy amendments involving complex or cross-functional factors.
- Serve as technical contact point for frontline staff in handling renewals, benefit changes, beneficiary updates, or cancellations requiring advanced clarification.
- Participate in regular operational meetings to review new policies, provide feedback on current procedures, and contribute improvement suggestions based on system experience.
- Support internal documentation development such as SOP manuals, transaction tiering guides, and standardized forms for contract modifications.
- Assist in organizing training sessions for staff on system operations, policy processing guidelines, and effective customer communications.
- Share practical insights from special cases, document representative scenarios, and help disseminate operational knowledge across team members.
- Work with IT or Operations to enhance system usability, flagging interface issues, or improving detection of common error patterns.

Key Accountabilities (3)

3. Quality Assurance and Process Improvement
- Conduct routine and ad hoc quality reviews of processed policy files to identify errors, data inconsistencies, and procedural non-compliance.
- Analyze common error categories including system entry mismatches, template usage issues, and transaction execution gaps to inform internal control enhancements. 
- Contribute to quality assurance checklist development tailored to specific transaction types such as renewals, reinstatements, cancellations, and beneficiary updates. 
- Report cases with high complaint risk or compliance irregularities and collaborate with management to propose resolution pathways.
- Monitor and interpret operational metrics (e.g. SLA adherence, renewal ratio, return case ratio, average handling time) to detect bottlenecks and recommend adjustments. 
- Recommend improvements to customer forms, internal workflows, approval protocols, and correspondence templates to enhance clarity, reduce errors, and uplift user experience.
- Coordinate with IT or Operations to evaluate and provide feedback on automated review tools currently implemented or under development.
- Participate in internal process review teams to ensure that procedural changes are practical and aligned with frontline realities.
- Document and share error case examples, recovery tactics, and lessons learned to elevate quality awareness across the specialist team.
- Help develop internal training materials on file quality management, standardized transaction handling, and exception case procedures.

Key Relationships - Direct Manager

Senior Manager/ Manager, Policy Services

Key Relationships - Direct Reports

Key Relationships - Internal Stakeholders

Internal function, division in company

Key Relationships - External Stakeholders

Policyholders, insured persons, and beneficiaries; Agents and financial advisors regarding policy adjustments, reinstatements, and cancellations

Success Profile - Qualification and Experiences

Bachelor's degree in Business Administration, Insurance, Finance, or related disciplines
Minimum 5 years of experience in customer service, insurance operations, or policy servicing roles
Experience in life insurance or specialized service environments is preferred