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