Manager - Policy Servicing - Life Insurance

We are seeking an experienced Policy Servicing Manager to lead and manage the efficient processing of service requests submitted by policyholders across various touchpoints.

The ideal candidate will be responsible for ensuring compliance with regulatory guidelines, driving process improvements, and enhancing team performance to meet and exceed service delivery targets.

Key Responsibilities:

- Ensure speedy and accurate processing of service requests submitted by policyholders.

- Adhere to regulatory guidelines to ensure service requests and processes comply with industry standards and legal requirements.

- Circulate tracking reports and MIS to relevant functions and stakeholders to keep them informed of service progress and performance.

- Prepare and circulate monthly dashboards to the Head of Department (HOD) for review.

- Provide timely and clear responses to queries raised by internal stakeholders.

- Ensure appropriate communication with policyholders as per agreed processes and timelines.

- Track the daily productivity of agents and service providers to meet agreed-upon targets.

- Identify training needs for agents and ensure they receive adequate training to enhance performance.

- Meet the targets set by the reporting supervisor and work towards continuous improvements.

- Close audit non-conformities within defined timelines to maintain audit standards.

- Provide feedback to the team, agents, and service providers to enhance service quality.

- Contribute to BPMS implementation and process efficiency improvements.

- Lead and develop the team to achieve operational goals and objectives.

Required Qualifications:

10+ years in the Life Insurance industry with a minimum of 5 years in a Policy Servicing function.

MBA or Graduate with substantial exposure and experience in the life insurance sector.

Strong knowledge of policy servicing functions, customer relationship management, and industry regulations.

Proven track record of managing and developing teams to meet operational targets.

Strong experience in preparing and presenting reports and dashboards to management.

Experience with BPMS (Business Process Management Systems) and process efficiency initiatives.

Ability to identify process improvements and implement changes effectively.

Strong problem-solving abilities with a customer-focused mindset