Insurance Policy Operations Lead

Mercor; Greater London; On-site; GBP 45,000 - 65,000; Part time

Job summary

Mercor is seeking Policy Administration and Insurance Operations Managers to design realistic policy-processing scenarios and evaluate AI-generated responses against service standards. You will help shape insurance lifecycle processes, with a focus on accuracy, documentation, and high-quality operational controls.

The role requires 2+ years in policy administration or related fields, experience with policy lifecycles, and strong written communication.

Qualifications

• 2+ years of professional experience in policy administration, underwriting operations, insurance servicing, premium operations, or policy-processing management.
• Strong understanding of the policy lifecycle from intake to record retention.
• Experience with policy administration systems, workflow queues, transaction controls, or QA processes.
• Ability to translate policy and procedural requirements into precise operational steps.
• Excellent written communication and high attention to detail.
• Able to distinguish administrative execution from underwriting, claims, legal, and actuarial decisions.

Responsibilities

• Design realistic scenarios involving application intake, binding, issuance, endorsements, certificates, billing, audits, renewals, cancellations, reinstatements, and policy-document delivery.
• Create work products such as processing instructions, transaction reviews, exception-handling plans, service communications, and operational quality checks.
• Write "golden" reference responses at experienced insurance-operations quality.
• Grade AI-generated responses against structured rubrics for procedural accuracy, completeness, sequencing, and adherence to service standards.
• Identify incorrect effective dates, missing documentation, improper transaction handling, and confusion between operational processing and substantive underwriting decisions.
• Provide written feedback the research team uses to improve model behavior.
• Participate in onboarding office hours and calibration sessions.

Skills

Policy administration

Underwriting operations

Insurance servicing

Quality assurance

Written communication

Attention to detail

Job description

Mercor is seeking Policy Administration and Insurance Operations Managers to design realistic policy-processing scenarios and evaluate AI-generated responses against service standards. You will help shape insurance lifecycle processes, with a focus on accuracy, documentation, and high-quality operational controls.

The role requires 2+ years in policy administration or related fields, experience with policy lifecycles, and strong written communication.