Job Description:
The Life Insurance BPS Supervisor is responsible for overseeing day-to-day business process operations supporting life insurance administration and servicing. This role provides operational leadership to a team of associates, ensuring work is completed accurately, efficiently, and in accordance with established service-level agreements (SLAs), quality standards, client requirements, and regulatory guidelines.
The ideal candidate brings extensive knowledge of life insurance operations, strong people-management skills, and demonstrated experience leading teams in a business process services environment. The Supervisor will partner closely with internal stakeholders and clients to identify operational opportunities, resolve issues, improve processes, and maintain a high level of service delivery.
Key Responsibilities
Operations Management
- Supervise daily operations for assigned life insurance business processes and ensure timely completion of work within established SLAs.
- Monitor workloads, staffing levels, productivity, backlogs, and operational performance.
- Assign work and manage priorities based on business volumes, client requirements, and team capacity.
- Ensure processes are executed consistently and in accordance with documented procedures and controls.
- Identify operational risks, bottlenecks, and service issues and implement appropriate corrective actions.
- Escalate significant operational, client, compliance, or quality issues to management in a timely manner.
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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