Policy Administration Manager
Job Summary
Overseeing the workload and performance of the Policy Administration and Contact Center teams, the full-time remote Policy Administration Manager will manage team performance, conduct coaching and reviews, and drive continuous improvement in customer experience.
Key responsibilities
- Monitor team performance and conduct performance reviews while providing coaching and development plans
- Own workforce management for the contact center, including staffing forecasts and real-time adjustments to meet service level targets
- Lead quality audits and implement changes to enhance accuracy and efficiency across policy administration and contact center operations
Required qualifications
- Bachelor's degree in insurance, business, or a related field, or equivalent relevant experience
- Seven years of policy administration experience in life insurance and annuities or related fields, with contact center experience preferred
- Prior leadership experience in a similar role
- Completion of LOMA coursework and possession of an Associate Customer Service (ACS) designation preferred
- Advanced knowledge of life insurance industry products and state insurance regulations
Complete Job Description
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