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. **Acerca de Manulife y John Hancock** Manulife Financial Corporation es un importante proveedor internacional de servicios financieros que ayuda a las personas a tomar decisiones de una manera más fácil y a vivir mejor. Para obtener más información acerca de nosotros, visite http://www.manulife.com . **Manulife es un empleador que ofrece igualdad de oportunidades** En Manulife/John Hancock, valoramos nuestra diversidad. Nos esforzamos por atraer, formar y retener una fuerza laboral tan diversa como los clientes a los que prestamos servicios, y para fomentar un entorno laboral inclusivo en el que se aprovechen las fortalezas de las culturas y las personas. Estamos comprometidos con la equidad en las contrataciones, la retención de talento, el ascenso y la remuneración, y administramos todas nuestras prácticas y programas sin discriminación por motivos de raza, ascendencia, lugar de origen, color, origen étnico, ciudadanía, religión o creencias religiosas, credo, sexo (incluyendo el embarazo y las afecciones relacionadas con este), orientación sexual, características genéticas, condición de veterano, identidad de género, expresión de género, edad, estado civil, estatus familiar, discapacidad, o cualquier otro aspecto protegido por la ley vigente. Nuestra prioridad es eliminar las barreras para garantizar la igualdad de acceso al empleo. Un representante de Recursos Humanos trabajará con los solicitantes que requieran una adaptación razonable durante el proceso de solicitud. Toda la información que se haya compartido durante el proceso de solicitud de adaptación se almacenará y utilizará de manera congruente con las leyes y las políticas de Manulife/John Hancock correspondientes. Para solicitar una adaptación razonable en el proceso de solicitud, envíenos un mensaje a recruitment@manulife.com . **Modalidades de Trabajo** Híbrido