Manager, Inforce Policyholder Services

The Manager, Inforce Policyholder Services leads policy-level servicing and contract administration across the Association’s life insurance and annuity products. This role is responsible for ensuring accurate, timely, compliant, and risk‑controlled execution of policy changes, disbursements, and complex servicing transactions, while fostering a strong service culture and driving operational excellence. This is a highly visible leadership role in a regulated environment, ideal for a seasoned insurance operations leader who combines technical expertise with people leadership, process discipline, and a commitment to exceptional member service. What You’ll Do Under the direction of the Director of Operations, you will: Leadership & Team Management Lead and support a team of inforce servicing professionals, including senior specialists and annuity-focused roles Provide daily coaching, performance feedback, and development support to ensure high-quality, compliant outcomes Manage workload allocation, PTO requests, timecards, performance evaluations, and corrective actions as needed Foster a culture of accountability, compliance, documentation excellence, and member-focused service Policy Servicing & Disbursements Oversee all policy change requests, including beneficiary and ownership changes, assignments, contract updates, and corrections Manage regulated, high-impact servicing functions, including POA processing, policy conversions, 1035 exchanges, illustrations, loan and cash value inquiries, and statement generation Ensure accurate and compliant processing of all outgoing financial transactions, including disbursements, policy loans, partial withdrawals, and full surrenders Oversee tax-related transactions and corrections, coordinating closely with Finance to ensure accurate IRS reporting Compliance, Risk & Controls Ensure adherence to insurance regulations, internal controls, and Association policies Maintain audit-ready documentation and support internal and external audits Implement and monitor fraud prevention controls related to policy changes and disbursement activity Manage research and resolution of accounting items generated through servicing or disbursement activity Operations & Continuous Improvement Track daily production metrics, KPIs, KRIs, and SLAs; provide reporting and insights to leadership Identify operational gaps, process improvements, and system enhancement needs Develop, maintain, and enhance clear operating procedures and documentation Serve as a subject-matter expert on policy administration, disbursements, and contract servicing Collaboration & Industry Engagement Partner across Operations, Finance, Sales, and Compliance to resolve complex, escalated cases Handle escalated member inquiries promptly, professionally, and in alignment with escalation protocols Stay informed on industry regulations, best practices, and emerging trends through trade groups and forums What We’re Looking For Required Qualifications Bachelor’s degree in Business or related field and 3+ years of life insurance policy administration experience OR 7+ years of direct life insurance policy administration experience Minimum 3 years of experience directly managing staff, including coaching, performance management, and corrective action Deep knowledge of life insurance and annuity contracts, disbursements, taxation, and servicing requirements Strong analytical, organizational, and documentation skills Sound judgment and strong understanding of compliance in a regulated environment Ability to manage competing priorities with exceptional attention to detail Advanced working knowledge of Microsoft Excel Preferred Qualifications Industry designations such as FLMI, ACS, PCS, or CLU Experience with budget management Demonstrated ability to analyze, summarize, and clearly communicate complex insurance topics and data