Associate Manager, Business Process Transactions

Team Leadership & People Management

• Lead, coach, and develop a team of operations associates and senior associates.
• Conduct regular performance reviews, one-on-one meetings, coaching sessions, and performance improvement activities as needed.
• Establish clear performance expectations and monitor individual and team results.
• Support recruitment, onboarding, training, and development of team members.
• Foster a culture of accountability, collaboration, continuous improvement, and customer service.
• Identify high-potential employees and support career development and succession planning.

Life Insurance Operations

• Provide subject-matter guidance on life insurance policy administration and servicing processes.
• Oversee processes such as policy issuance, new business, underwriting support, policy changes, beneficiary updates, billing and payments, reinstatements, policy servicing, claims support, and related administrative activities, as applicable.
• Review complex transactions and exceptions and provide guidance to team members.
• Ensure appropriate documentation and processing controls are followed.
• Stay current with life insurance products, operational practices, regulatory requirements, and client-specific procedures.

Quality & Compliance

• Monitor quality performance and ensure adherence to internal controls, policies, procedures, and client requirements.
• Review quality trends and develop action plans to address recurring errors or process gaps.
• Ensure appropriate handling of confidential customer and policy information.
• Support internal and external audits and provide required documentation and operational reporting.
• Promote compliance with applicable insurance regulations and organizational policies.

Reporting & Performance Management

• Prepare and review daily, weekly, and monthly operational reports.
• Track KPIs including productivity, quality, turnaround time, SLA performance, backlog, error rates, and staffing utilization.
• Analyze performance trends and communicate key findings and action plans to management.
• Participate in operational reviews and client meetings as required.

Process Improvement

• Identify opportunities to improve efficiency, quality, customer experience, and cost effectiveness.
• Lead or participate in continuous improvement initiatives, including process standardization and workflow optimization.
• Collaborate with business, technology, quality, training, and client-facing teams on process enhancements.
• Assist with implementation and transition of new processes, clients, products, or technologies.

Required Qualifications

• 10+ years of experience in the life insurance industry, preferably in policy administration, new business, underwriting support, policy servicing, claims support, or related operations.
• 2+ years of experience in an operations supervisory or team leadership role.
• Strong understanding of life insurance products, policy administration, and insurance operations.
• Demonstrated experience managing teams and meeting operational performance targets.
• Experience working in a Business Process Services, shared services, outsourcing, or insurance operations environment.
• Strong knowledge of operational controls, quality management, and SLA/KPI management.
• Excellent analytical, organizational, and problem-solving skills.
• Strong written and verbal communication skills.
• Ability to manage multiple priorities in a deadline-driven environment.
• Proficiency with Microsoft Office, particularly Excel and PowerPoint.

Preferred Qualifications

• Bachelor's degree in Business Administration, Insurance, Finance, or a related field.
• Experience supporting U.S. life insurance carriers or insurance service organizations.
• Experience working with policy administration systems and insurance workflow platforms.
• Experience with process improvement methodologies such as Lean or Six Sigma.
• Experience managing client-facing operational relationships.
• Insurance-related certifications or professional designations are a plus.

Core Competencies

• People Leadership
• Life Insurance Operations Expertise
• Client & Customer Focus
• Operational Excellence
• Quality & Risk Management
• Problem Solving & Decision Making
• Performance Management
• Process Improvement
• Communication & Collaboration
• Accountability & Ownership

Key Performance Indicators

Success in this role may be measured through:

• SLA and turnaround-time achievement
• Team productivity and utilization
• Quality and accuracy metrics
• Backlog management
• Customer/client satisfaction
• Employee performance and retention
• Process improvement results
• Compliance and audit performance
• Timeliness and effectiveness of issue resolution

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If you are an applicant from the United States, Guam, or Puerto Rico

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