Policy Servicing & Retention Leader

FWD Insurance; Philippines; On-site; PHP 1,200,000 - 2,000,000; Full time

Job summary

FWD Life Philippines is seeking a senior leader to head Policy Owner Services and Conservation. You will drive end-to-end servicing, ensure regulatory compliance, and lead a high-performing team focused on policy persistency and optimal customer outcomes.

You will partner with Distribution, Operations, and Customer Experience to improve service quality, manage escalations, and deliver sustainable improvements across policy lifecycle.

Qualifications

• Minimum 10 years of experience in insurance operations, policy servicing, customer operations, or related functions.
• At least 3 years of people management experience.
• Strong understanding of life insurance policy administration and customer servicing processes.

Responsibilities

• Lead Policy Owner Services operations end-to-end, ensuring timely, accurate, and customer-focused servicing.
• Drive service level commitments, turnaround times, productivity, quality, and transaction accuracy.
• Oversee policy servicing transactions with consistent application of policies and controls.
• Monitor performance and implement efficiency, quality, and customer outcomes improvements.
• Ensure regulatory compliance and governance standards.

Skills

Leadership

People management

Stakeholder management

Process improvement

Education

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

Job description

FWD Life Philippines is seeking a senior leader to head Policy Owner Services and Conservation. You will drive end-to-end servicing, ensure regulatory compliance, and lead a high-performing team focused on policy persistency and optimal customer outcomes.

You will partner with Distribution, Operations, and Customer Experience to improve service quality, manage escalations, and deliver sustainable improvements across policy lifecycle.