Policy Benefits Manager

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About the Role

The Policy Benefits Manager is responsible for overseeing the administration and management of policy benefits for AIA, BPI AIA and affiliate life insurance products. This role ensures that all policy benefits are processed accurately, efficiently, and in compliance with company policies and regulatory requirements. The Policy Benefits Manager will lead a team of generalists and specialists and work closely with other departments to enhance customer satisfaction and operational excellence.

• Oversee the processing of policy benefits, including claims, policy loans, surrenders, and maturities. Clear regularly and manage suspense at healthy levels.
• Ensure timely and accurate payment of benefits to policyholders.
• Monitor and manage the workflow to maintain high levels of efficiency and accuracy.
• Lead, mentor, and develop a team of policy benefits specialists.
• Conduct regular performance reviews and provide ongoing training and support.
• Ensure compliance with all regulatory requirements and company policies.
• Identify and mitigate risks associated with policy benefits administration.
• Conduct regular audits and reviews to ensure adherence to standards.
• Address and resolve escalated customer inquiries and complaints related to policy benefits in collaboration with Customer Care Office.
• Collaborate with the Branch Operations and Customer Service teams to improve overall customer satisfaction.
• Identify opportunities for process improvements and implement best practices.
• Work with the Operational Excellence team to streamline processes and enhance efficiency.
• Prepare regular reports on policy benefits activities and performance metrics.

Analyze data to identify trends and areas for improvement.