We are seeking an experienced insurance operations professional to join our Policy Administration Services team. The Manager, Policy Administration Services will provide leadership and technical expertise in policy servicing operations, support the resolution of complex customer requests, and drive service quality, operational excellence and continuous improvement initiatives.

The successful candidate will work closely with business partners, distribution channels and control functions to deliver exceptional customer experiences while maintaining strong governance and operational standards.

Responsibilities

• Lead and support the day-to-day delivery of policy administration services to ensure high standards of customer service, operational effectiveness and regulatory compliance.

• Provide technical guidance and decision support for complex policy servicing requests, customer enquiries and operational escalations.

• Partner with internal stakeholders and distribution channels to resolve servicing issues and enhance overall customer and advisor experience.

• Drive service quality, process improvement and operational excellence initiatives across Policy Administration Services.

• Perform quality reviews and monitor service performance to identify opportunities for enhanced efficiency, accuracy and customer outcomes.

• Support the development, implementation and maintenance of operational policies, procedures and governance standards.

• Coach, mentor and develop team members to strengthen technical capability, service excellence and succession readiness.

• Collaborate with Risk, Compliance, Legal and other control functions to ensure appropriate management of operational and regulatory requirements.

• Support business transformation, automation and digital initiatives to improve servicing effectiveness and operational resilience.

• Contribute to workforce planning, resource management and continuous improvement activities to support business growth and evolving customer needs.

• Foster a culture of accountability, collaboration and continuous learning within the team.

Qualifications

• University degree in Business Administration, Insurance, Finance or a related discipline.

• Minimum 8 years of experience in life insurance operations, policy administration, customer service or related areas.

• Demonstrated experience leading operational teams and service delivery activities.

• Experience managing complex policy servicing transactions and operational escalations.

• Good understanding of insurance products, policy servicing processes and regulatory requirements.

• Experience working with distribution channels, including Brokers, Bancassurance or Agency, would be an advantage.

• Professional insurance qualifications (e.g. FLMI, ACS, ANZIIF, IIHK or equivalent) are desirable.

• Experience in operational transformation, process redesign or automation initiatives would be an advantage.

Preferred Skills

• Strong knowledge of life insurance policy administration and customer servicing operations.

• Experience handling complex policy servicing matters involving trusts, trustee arrangements, high net worth (HNW) customers, corporate ownership structures, policy assignments and other non-standard customer requirements.

• Sound analytical, problem-solving and decision-making skills.

• Strong stakeholder management and communication skills.

• Ability to manage competing priorities in a fast-paced environment.

• Experience handling escalated customer and distributor servicing matters.

• Strong coaching, mentoring and people development capabilities.

• Knowledge of operational risk management and governance practices.

• Process improvement and continuous improvement mindset.

• Ability to collaborate effectively across Operations, Distribution, Risk, Compliance and Technology functions.

• Strong customer and service excellence orientation.