Policy Administration & Conservation Manager

FWD Insurance; Philippines; On-site; PHP 1,500,000 - 2,100,000; Full time

Job summary

FWD Life Philippines is seeking a seasoned Policy Administration Operations leader to drive end-to-end servicing, persistency initiatives, and customer experience improvements across the policy lifecycle.

You will lead a high-performing team, ensuring regulatory compliance, operational excellence, and strong collaboration with Distribution, Operations, and senior leadership to deliver exceptional service outcomes.

Qualifications

• Bachelor’s degree in Business Administration, Management, Finance, Insurance, or a related field is required.
• Minimum 10 years of experience in insurance operations, policy servicing, customer operations, or related functions.
• At least 3 years of people management experience leading operational teams.

Responsibilities

• Lead the end-to-end delivery of Policy Owner Services operations, ensuring timely, accurate, and customer-focused servicing throughout the policy lifecycle.
• Drive the achievement of service level commitments, turnaround times, productivity, quality, and transaction accuracy targets.
• Oversee the effective handling of policy servicing transactions, ensuring consistent application of policies, procedures, and operational controls.
• Monitor operational performance and implement initiatives to improve efficiency, service quality, and customer outcomes.
• Ensure compliance with regulatory requirements, internal policies, and established governance standards.
• Drive policy persistency and customer retention initiatives through effective servicing strategies, proactive engagement, and issue resolution.
• Analyze lapses, surrenders, and policy termination trends to identify root causes and recommend interventions.
• Collaborate with Distribution, Customer Experience, Operations, and other stakeholders to improve conservation outcomes and customer retention.
• Track and report conservation metrics and implement action plans to address identified gaps.
• Champion a customer-centric culture by ensuring high-quality service delivery and effective handling of customer concerns and escalations.
• Lead root cause analysis for recurring customer issues and implement sustainable solutions to prevent recurrence.
• Drive initiatives that enhance customer satisfaction, reduce complaints, and strengthen customer loyalty.
• Ensure smooth resolution of complex servicing cases while balancing customer needs and business requirements.
• Maintain strong operational controls to minimize leakage, errors, rework, and customer detriment.
• Identify process inefficiencies and lead continuous improvement initiatives to optimize workflows and service delivery.
• Monitor key operational risks and implement mitigation plans to ensure business continuity and operational resilience.
• Leverage data and performance insights to support decision-making and operational enhancements.
• Lead, coach, and develop a high-performing team to achieve operational and business objectives.
• Establish clear performance expectations, provide regular feedback, and support employee development and career growth.
• Foster a collaborative, accountable, and customer-focused team culture.
• Drive employee engagement initiatives and ensure effective succession and talent development planning within the team.
• Build strong partnerships with internal and external stakeholders to support service delivery objectives.
• Provide operational insights, performance updates, and recommendations to senior leadership.
• Represent the Policy Servicing and Conservation function in governance meetings, projects, audits, and transformation initiatives.

Education

Bachelor’s degree in Business Administration, Management, Finance, Insurance, or a related field

Job description

About FWD Group

FWD Group (1828.HK) is a pan-Asian life and health insurance business that serves approximately 40 million customers across 10 markets, including BRI Life in Indonesia. FWD’s customer-led and tech-enabled approach aims to deliver innovative propositions, easy-to-understand products and a simpler insurance experience. Established in 2013, the company operates in some of the fastest-growing insurance markets in the world with a vision of changing the way people feel about insurance. FWD Group is listed on the main board of the Hong Kong Stock Exchange under the stock code 1828.

For more information, please visit www.fwd.com

About FWD Life Philippines

FWD Life Insurance Corporation (FWD Life Philippines) launched its commercial operations in September 2014. As of end-2022, FWD Life Philippines ranks 3rd and 6th in terms of Paid-up Capital(1) and New Business Annual Premium Equivalent(2), respectively.

For more information, please visitfwd.com.ph.

1 www.insurance.gov.ph > Statistics > Life > 2022 > Based on Paid-Up Capital

2 www.insurance.gov.ph > Statistics > Life > 2022 > Based on New Business Annual Premium Equivalent

The Policy Administration and Conservation Manager is responsible for leading Policy Owner Services and Conservation operations, ensuring exceptional service delivery, strong operational controls, and positive customer and distributor outcomes throughout the policy lifecycle. The role drives policy persistency, manages complex servicing issues and escalations, and leads continuous improvement initiatives to enhance service quality, efficiency, and customer retention. As a people leader, the incumbent develops a high-performing team and promotes a culture of accountability, collaboration, and customer focus.

Policy Administration Operations

• Lead the end-to-end delivery of Policy Owner Services operations, ensuring timely, accurate, and customer-focused servicing throughout the policy lifecycle.
• Drive the achievement of service level commitments, turnaround times, productivity, quality, and transaction accuracy targets.
• Oversee the effective handling of policy servicing transactions, ensuring consistent application of policies, procedures, and operational controls.
• Monitor operational performance and implement initiatives to improve efficiency, service quality, and customer outcomes.
• Ensure compliance with regulatory requirements, internal policies, and established governance standards.

Conservation and Persistency Management

• Drive policy persistency and customer retention initiatives through effective servicing strategies, proactive engagement, and issue resolution.
• Analyze lapses, surrenders, and policy termination trends to identify root causes and recommend interventions.
• Collaborate with Distribution, Customer Experience, Operations, and other stakeholders to improve conservation outcomes and customer retention.
• Track and report conservation metrics and implement action plans to address identified gaps.

Customer Experience, Complaints and Escalations Management

• Champion a customer-centric culture by ensuring high-quality service delivery and effective handling of customer concerns and escalations.
• Lead root cause analysis for recurring customer issues and implement sustainable solutions to prevent recurrence.
• Drive initiatives that enhance customer satisfaction, reduce complaints, and strengthen customer loyalty.
• Ensure smooth resolution of complex servicing cases while balancing customer needs and business requirements.

Operational Risk and Process Improvement

• Maintain strong operational controls to minimize leakage, errors, rework, and customer detriment.
• Identify process inefficiencies and lead continuous improvement initiatives to optimize workflows and service delivery.
• Monitor key operational risks and implement mitigation plans to ensure business continuity and operational resilience.
• Leverage data and performance insights to support decision-making and operational enhancements.

People Leadership and Talent Development

• Lead, coach, and develop a high-performing team to achieve operational and business objectives.
• Establish clear performance expectations, provide regular feedback, and support employee development and career growth.
• Foster a collaborative, accountable, and customer-focused team culture.
• Drive employee engagement initiatives and ensure effective succession and talent development planning within the team.

Stakeholder Management

• Build strong partnerships with internal and external stakeholders to support service delivery objectives.
• Provide operational insights, performance updates, and recommendations to senior leadership.
• Represent the Policy Servicing and Conservation function in governance meetings, projects, audits, and transformation initiatives.

Job Requirements

• Bachelor’s degree in Business Administration, Management, Finance, Insurance, or a related field.
• Minimum 10 years of experience in insurance operations, policy servicing, customer operations, or related functions.
• At least 3 years of people management experience leading operational teams.
• Strong understanding of life insurance policy administration, customer servicing processes, and persistency management.
• Proven experience in process improvement, operational excellence, and stakeholder management.

Privacy Notice

Your privacy is a priority for FWD. The Company keeps your personal information with us in confidence. To know more about how we process your information, kindly refer to our FWD Recruitment Privacy Notice.