Policy Servicing Manager – Policy Changes & Conservation

About the role

Responsible for overseeing daily operational tasks to ensure timely processing of Policy Changes & Conservation related transactions within established benchmarks and deadlines for Life and Family Takaful. The role supports business process analysis, improvement, quality assurance, testing and assists with additional duties assigned by supervisors.

Key responsibilities

• Supervise and coordinate day‑to‑day processing of policy servicing requests, ensuring compliance with internal procedures, service standards, regulatory requirements and turnaround times.
• Oversee accurate processing of financial and non‑financial changes, nominations, assignments, top‑ups, unit transfers, extended term insurance, servicing agent changes and contract reprints.
• Lead the Replacement of Policies (ROP) and Replacement of Certificates (ROC) function, adhering to BNM, LIAM and MTA guidelines.
• Manage product exemption rules, commission restrictions, waiver appeals, KRI reporting and periodic review of SOPs and benchmarks.
• Review, validate and approve transactions within delegated authority limits, including reinstatements.
• Handle escalated enquiries, appeals, complaints and exceptional cases from customers, intermediaries and internal stakeholders.
• Perform quality‑assurance sampling, monitor operational errors, identify root causes and implement corrective actions.
• Maintain and reconcile refund suspense accounts and related exception items.
• Prepare and present management information, statistical reports and performance updates to support business decisions.
• Identify process‑optimization opportunities, drive continuous‑improvement initiatives and participate in system enhancements, UAT, digitalisation and automation projects.
• Collaborate with Distribution, Operations, IT, Finance, Compliance, Legal and Risk Management to achieve operational objectives.
• Update and maintain SOPs, work instructions and servicing guidelines; provide coaching and technical support to team members.