Director, Policy Administration

The Director, Policy Administration, is responsible for leading the end-to-end policy servicing function for Manulife Pro advisors.

This role is critical in driving service excellence, strengthening agency engagement, and transforming servicing capabilities through process optimization, digitization, and continuous improvement initiatives aligned with the Company's strategic direction.

Service Delivery & Operations Management

• Lead and oversee all Manulife Pro policy servicing activities within the Policy Management team.
• Handle day-to-day enquiries from Manulife Pro advisors and agency leaders.
• Supervise, coach, and develop two policy servicing colleagues.
• Handle escalated and complex servicing cases.
• Monitor operational performance and drive continuous improvement initiatives.

Agency Relationship Management

• Serve as the key point of contact for Manulife Pro agency leaders on policy administration and servicing matters.
• Build strong partnerships with agency stakeholders.
• Collaborate closely with Distribution, Product, BAIT, Compliance, and other key stakeholders.

Subject Matter Expertise

• Serve as the key subject matter expert for IFP policy administration and servicing matters.
• Provide guidance and consultation to internal stakeholders.

Continuous Improvement & Transformation

• Champion service excellence initiatives and identify opportunities to streamline processes.
• Drive operational improvements that enhance customer satisfaction, advisor experience, productivity, and service consistency.

People Leadership

• Lead, coach, and develop the Manulife Pro Policy Servicing team.
• Foster collaboration, accountability, and continuous learning within the team.

Required Qualifications:

• University degree in Business Administration, Insurance, Finance, or a related discipline.
• Minimum 10 years of relevant experience in life insurance policy administration, operations, customer servicing, or agency support.
• Strong knowledge of IFP products, policy administration, and policy servicing processes.
• Proven experience partnering with agency distribution channels and managing senior stakeholder relationships.

Preferred Qualifications:

• Experience in agency-facing roles within individual insurance operations and policy administration.
• Experience leading cross-functional projects, digital transformation, or process re-engineering initiatives within insurance operations or policy servicing.