Manager, Operation (Policy Servicing & Client Enquiry)

The Manager – Operations (Policy Servicing & Client Enquiry) will be responsible for servicing in-force policies and managing client enquiries. This role ensures smooth policy administration, timely resolution of client requests, and adherence to operational standards, while continuously improving service quality and efficiency.

Key Responsibilities

• Oversee the daily operations of policy servicing for in-force policies, including endorsements, cancellations, reinstatements, policy updates, and changes in coverage.
• Manage and resolve client enquiries, complaints, and requests across multiple channels, ensuring high levels of client satisfaction.
• Act as the escalation point for complex servicing issues, providing guidance and solutions.
• Ensure accuracy, timeliness, and compliance with internal policies and regulatory requirements.
• Collaborate with internal teams to resolve servicing issues and support business continuity.
• Prepare regular reports on policy servicing activities and client enquiry trends for management review.
• Identify process gaps and propose improvements to enhance efficiency, accuracy, and client experience.
• Participate in ad hoc projects and initiatives to support departmental objectives.

Requirements

• Bachelor’s degree in Business, Finance, Insurance, or related field.
• 3–5 years of experience in insurance operations, policy servicing, or client services.
• Strong knowledge of policy administration and in-force policy management.
• Excellent organizational, analytical, and problem-solving skills.
• Leadership experience with the ability to manage, coach, and motivate a team.
• Effective communication and interpersonal skills to engage with clients, internal stakeholders, and management.
• Proficiency in Microsoft Office; experience with policy administration systems or CRM platforms is a plus.
• Detail-oriented, proactive, and able to work in a fast-paced environment.

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