Policy Administration Manager

The Policy Administration Manager oversees the end-to-end administration of life insurance policies, ensuring accuracy, compliance, and efficiency in policy maintenance, and servicing. This role leads a team responsible for managing policy transactions such as updates, movements, reinstatements, etc, as well as responding to inquiries from stakeholders while collaborating with underwriting, billing and collection, claims, IT, and customer service departments to deliver a seamless policyholder experience.

Position Responsibilities:

Responsibilities:

Leadership and People Management

• Lead and develop a high-performing policy administration team by providing coaching, mentoring, and ongoing support to enhance individual and team capabilities.
• Drive a culture of accountability, continuous improvement, and collaboration within the team.
• Oversee performance management, including setting clear goals, conducting regular evaluations, and fostering professional growth.

Strategic and Operational Oversight

• Develop and implement operational strategies to improve the efficiency, accuracy, and effectiveness of policy administration processes.
• Contribute to departmental planning, budgeting, and resource allocation to support organizational objectives and long-term goals.
• Identify and lead initiatives that streamline workflows, reduce operational risks, and enhance service delivery.

Metrics and KPIs

• Define and monitor key performance indicators (KPIs) to assess team performance, service levels, and operational outcomes.
• Utilize data analytics to drive informed decision-making and continuous process optimization.
• Ensure accountability through regular performance reviews and reporting.

Cross-Functional Influence and Collaboration

• Act as a key liaison between policy administration and cross-functional teams such as Underwriting, Claims, Finance, IT, and Compliance.
• Build strong stakeholder relationships to ensure alignment on business priorities and facilitate the resolution of systemic issues.
• Influence cross-departmental initiatives by providing insights and recommendations that support enterprise-wide improvements.

Change Management and Innovation

• Lead change management efforts related to new systems, process enhancements, and regulatory updates, ensuring smooth implementation and stakeholder engagement.
• Champion innovation and automation to reduce manual processes, improve data accuracy, and enhance customer and stakeholder experience.
• Promote a culture of adaptability and continuous learning to support transformation initiatives.

Regional Perspective

• Ensure consistency and alignment of policy administration practices across regional offices in accordance with global standards and compliance requirements.
• Collaborate with regional and global teams to harmonize processes and share best practices.

Autonomy and Decision-Making

• Exercise sound judgment and autonomy in resolving complex policy administration issues and managing escalations involving high-risk or sensitive matters.
• Serve as the final escalation point for critical decisions, ensuring alignment with regulatory requirements and organizational policies.

Key Performance Areas:

Operational Efficiency

• Turnaround Time (TAT)
• Volume of transactions processed per team member or per day/week/month

Accuracy & Quality

• Error rate in processing
• Audit findings and compliance scores
• Rate of rework or corrections due to processing errors

Compliance & Risk Management

• Adherence to regulatory timelines
• Number of compliance breaches or escalations
• Completion rate of mandatory audits and reviews

Customer Experience

• tNPS
• Number of complaints related to policy administration

Team Performance & Development

• Employee productivity metrics
• Training completion rates and skill development progress
• Employee engagement and retention within the team

Process Improvement & Innovation

• Number of process improvements implemented
• Impact of automation/digital initiatives (e.g., reduction in manual tasks)
• Cost savings or efficiency gains from optimization efforts

Cross-Functional Collaboration

• Resolution time for cross-departmental issues
• Participation in strategic projects (e.g., product launches, system migrations)
• Feedback from internal stakeholders (e.g., distribution, underwriting, COEX)

Reporting & Analytics

• Timeliness and accuracy of reports submitted
• Insights generated from data analysis that led to actionable decisions
• Use of analytics tools to monitor and improve operations

Required Qualifications:

• College graduate w/ preference of medical related or insurance related courses
• Minimum 5–7 years in life insurance operations, with at least 2 years in a leadership role
• Proficient in MS Excel
• Amenability to do RTO anytime/schedule flexibility

Preferred Qualifications:

• Insurance certifications (LOMA, FLMI)
• Power BI proficiency

When you join our team:

• We’ll empower you to learn and grow the career you want.

• We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.

• As part of our global team, we’ll support you in shaping the future you want to see.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html.

Manulife is an Equal Opportunity Employer

At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact recruitment@manulife.com.

Hybrid