Policy Operations Lead - Insurance Servicing & AI QA

Obsidian; Greater London; On-site; GBP 40,000 - 55,000; Full time

Job summary

Mercor is recruiting for Policy Administration and Insurance Operations Manager roles to design policy-processing scenarios and service workflows. You will evaluate AI outputs against operational standards and help shape how insurance lifecycles are reasoned by models.

We welcome professionals with policy issuance, endorsements, billing, renewals, and related servicing experience. The role emphasizes detailed operational steps, quality checks, and collaboration with research teams.

Qualifications

• 2+ years of professional experience in policy administration, underwriting operations, insurance servicing, premium operations, or policy-processing management
• Understand the chronological policy lifecycle from intake and binding through issuance, servicing, renewal, termination, and record retention
• Hands-on experience with policy administration systems, workflow queues, transaction controls, or quality-assurance processes
• Ability to translate policy and procedural requirements into precise operational steps
• Excellent written communication, process discipline, and high attention to detail
• Ability 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

Job description

Mercor is recruiting for Policy Administration and Insurance Operations Manager roles to design policy-processing scenarios and service workflows. You will evaluate AI outputs against operational standards and help shape how insurance lifecycles are reasoned by models.

We welcome professionals with policy issuance, endorsements, billing, renewals, and related servicing experience. The role emphasizes detailed operational steps, quality checks, and collaboration with research teams.