Policy Servicing & Conservation Leader

FWD Group Management Holdings Limited; Taguig; Hybrid; PHP 1,200,000 - 1,900,000; Full time

Job summary

FWD Life Philippines is seeking a Policy Administration and Conservation Manager to lead Policy Owner Services operations and drive persistency across the policy lifecycle. The role focuses on delivering exceptional service outcomes, robust operational controls, and strong stakeholder collaboration to improve customer retention and overall service quality.

The successful candidate will lead a high-performing team, manage complex servicing issues, and contribute to continuous improvement

Qualifications

• 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.

Responsibilities

• Lead end-to-end delivery of Policy Owner Services operations, ensuring timely, accurate, customer-focused servicing throughout the policy lifecycle.
• Drive policy persistency and customer retention initiatives through effective servicing strategies and proactive engagement.
• Champion a customer-centric culture by ensuring high-quality service delivery and effective handling of customer concerns and escalations.
• Maintain strong operational controls to minimize leakage, errors, rework, and customer detriment while driving process improvements.
• Lead, coach, and develop a high-performing team with clear performance expectations and succession planning.
• Build strong partnerships with internal and external stakeholders to support service delivery objectives and governance meetings.

Skills

Policy administration

Conservation management

Customer experience

People leadership

Stakeholder management

Education

Bachelor's degree in Business Administration

Insurance

Job description

FWD Life Philippines is seeking a Policy Administration and Conservation Manager to lead Policy Owner Services operations and drive persistency across the policy lifecycle. The role focuses on delivering exceptional service outcomes, robust operational controls, and strong stakeholder collaboration to improve customer retention and overall service quality.

The successful candidate will lead a high-performing team, manage complex servicing issues, and contribute to continuous improvement