Policy Servicing & Persistency Leader

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

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.