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12 Jan 2026

Senior Officer, Policy Services (Techcom Life)

Category:  Operations
Job Type: 
Facility:  Operations

Job Purpose

'Responsible for the day-to-day execution of insurance policy administration, including data accuracy, policy updates, and customer communication. This role serves as the front line in maintaining policy integrity, ensuring transparent service, and adhering to procedural compliance standards.

Key Accountabilities (1)

1. Policy Operations Execution
- Perform policy servicing tasks such as beneficiary updates, benefit changes, payment method modifications, and policy data adjustments in alignment with company procedures.
- Process new insurance applications, renewals, changes of coverage, premium suspension or reinstatement, following established service protocols.
- Ensure all policy alterations (endorsements, annexes, renewals) are recorded accurately in the system and reflected on customer documents.
- Verify completeness and consistency of submitted policy documents prior to processing; ensure quality checks are performed to mitigate data errors.
- Reconcile physical documents with system data; escalate discrepancies to relevant departments for resolution or additional verification.
- Generate renewal notices, billing letters, customer correspondence according to standardized formats and timelines; maintain clarity and precision in communication.
- Carry out reinstatement or cancellation procedures based on premium status, customer request, or policy conditions; notify agents and related parties accordingly.
- Maintain operational logs and regular reports such as processed volumes, cancellation ratios, reinstatement trends, to support monitoring and continual improvement.
- Comply with procedural guidelines, SLA commitments, and applicable insurance regulations throughout all processing stages.
 

Key Accountabilities (2)

2. Internal Collaboration
- Collaborate with cross-functional departments such as Customer Service, Finance & Accounting, IT, and Legal to ensure consistent and accurate policy adjustments across systems.
- Participate in regular operational meetings to stay updated on process changes, contribute frontline insights, and discuss representative case scenarios.
- Act as a feedback point for system, form, or procedural limitations; propose practical improvements to enhance workflow efficiency.
- Contribute to internal documentation development such as SOP guides, customer templates, and case evaluation checklists.
- Proactively update technical knowledge through internal materials, training sessions, or peer experience exchanges.
- Work jointly with IT teams to resolve system errors affecting policy data integrity or processing capabilities.

Key Accountabilities (3)

3. Quality Assurance and Process Improvement
- Perform routine quality reviews on processed files to ensure data accuracy, document completeness, and procedural compliance. Identify recurring errors in policy operations; record pattern issues and escalate to management for corrective action.
- Track processing time by transaction type, ratio of returned or supplemental requests, and pinpoint bottlenecks to suggest procedural enhancements.
- Contribute to checklist design for various service categories (e.g. renewals, beneficiary updates, cancellations) to standardize input verification.
- Collaborate with departments such as IT, Customer Service, and Finance when system discrepancies, operational failures, or unexpected customer feedback arise.
- Recommend revisions to templates, approval flows, or customer correspondence to promote transparency and reduce supplementation requests.
- Assist managers in gathering QA metrics and drafting reports on operational performance, especially highlighting high-error or complaint-prone cases.
- Participate in internal process improvement teams to propose case triage mechanisms based on transaction complexity and risk level.
- Maintain documentation of frequent error cases, resolution guidelines, and improvement actions to support team learning and onboarding.
- Help implement automated checking tools and act as internal liaison for feature feedback on error controls and file status monitoring.

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 3 years of experience in customer service, insurance operations, or policy servicing roles
Experience in life insurance or specialized service environments is preferred

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