Operational Specialist

Role Summary

Key Responsibilities

• Manage end-to-end life insurance operational activities, with a primary focus on new business processing and policy servicing.
• Review and oversee retail insurance volumes to ensure timely processing, accuracy, and adherence to operational service standards.
• Conduct preliminary underwriting assessments for new business submissions, including review of medical, financial, and supporting documentation requirements before submission to providers.
• Liaise with insurance providers, advisors, and internal stakeholders on underwriting requirements, pending requirements, policy issuance, and servicing-related matters.
• Support and guide advisors on product related queries, operational procedures, underwriting expectations, and policy servicing requirements.
• Handle and oversee policy servicing activities, including amendments, reinstatements, top-ups, withdrawals, surrenders, transfers, and other client servicing requests.
• Conduct negotiations and coordinate with insurance providers to resolve operational, servicing, underwriting, and policy-related matters efficiently.
• Ensure compliance with internal operational procedures, regulatory requirements, and documentation standards across all transactions.
• Monitor turnaround times and ensure timely resolution of client, advisor, and provider queries.
• Identify operational gaps and recommend process improvement initiatives to enhance efficiency, accuracy, and client experience.
• Support implementation of operational enhancements, workflow improvements, and service quality initiatives within the department.
• Maintain accurate records, reports, and operational trackers to support business monitoring and management reporting.
• Collaborate with cross-functional teams, including compliance, finance, and sales to ensure seamless operational support.

Skills & Competencies

• Strong knowledge of life insurance products, policy administration, and servicing processes.
• Good understanding of underwriting requirements, including medical and financial evidence assessment.
• Ability to support and guide advisors and team members effectively.
• Ability to manage multiple priorities and work within defined service timelines.
• Strong analytical, problem-solving, and process improvement capabilities.
• Excellent communication and interpersonal skills.
• High attention to detail and operational accuracy.
• Ability to support and guide advisors and team members effectively.
• Proficient in MS Office and insurance platforms/portals.

Experience & Qualifications

• 8+ years of experience in life insurance operations, policy servicing, underwriting coordination, or related operational roles.
• Prior experience handling retail life insurance operations and advisor coordination is preferred.
• Exposure to international and offshore insurance providers would be an advantage.
• Bachelor's degree in Business, Finance, Insurance, or a related field.
• Strong organizational and operational management skills.