Policy Servicing & Retention Leader

FWD Insurance; Taguig; On-site; PHP 1,500,000 - 3,000,000; Full time

Job summary

FWD Life Philippines is seeking a Policy Administration and Conservation Manager to lead Policy Owner Services and Conservation operations, driving persistency and exceptional service throughout the policy lifecycle.

The role emphasizes governance, continuous improvement, and strong people leadership to build a high-performing team that delivers superior customer outcomes and maintains regulatory compliance.

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.
• Strong understanding of life insurance policy administration, customer servicing processes, and persistency management.
• Proven experience in process improvement, operational excellence, and stakeholder management.

Responsibilities

• Lead end-to-end delivery of Policy Owner Services operations across the policy lifecycle.
• Drive service levels, turnaround times, productivity, quality and transaction accuracy.
• Oversee policy servicing transactions with proper governance and controls.
• Monitor performance and implement improvements to efficiency and customer outcomes.
• Drive persistency, retention initiatives and analyze lapse trends to identify root causes.
• Lead and develop a high-performing team, with clear performance expectations and growth.
• Represent the function in governance, projects, audits and transformation initiatives.

Skills

People leadership

Customer experience

Policy servicing

Conservation management

Stakeholder management

Education

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

Job description

FWD Life Philippines is seeking a Policy Administration and Conservation Manager to lead Policy Owner Services and Conservation operations, driving persistency and exceptional service throughout the policy lifecycle.

The role emphasizes governance, continuous improvement, and strong people leadership to build a high-performing team that delivers superior customer outcomes and maintains regulatory compliance.