Manager, Inforce Policyholder Services (Arlington)

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 DoUnder the direction of the Director of Operations, you will:Leadership & Team ManagementLead and support a team of inforce servicing professionals, including senior specialists and annuity-focused rolesProvide daily coaching, performance feedback, and development support to ensure high-quality, compliant outcomesManage workload allocation, PTO requests, timecards, performance evaluations, and corrective actions as neededFoster a culture of accountability, compliance, documentation excellence, and member-focused servicePolicy Servicing & DisbursementsOversee all policy change requests, including beneficiary and ownership changes, assignments, contract updates, and correctionsManage regulated, high-impact servicing functions, including POA processing, policy conversions, 1035 exchanges, illustrations, loan and cash value inquiries, and statement generationEnsure accurate and compliant processing of all outgoing financial transactions, including disbursements, policy loans, partial withdrawals, and full surrendersOversee tax-related transactions and corrections, coordinating closely with Finance to ensure accurate IRS reportingCompliance, Risk & ControlsEnsure adherence to insurance regulations, internal controls, and Association policiesMaintain audit-ready documentation and support internal and external auditsImplement and monitor fraud prevention controls related to policy changes and disbursement activityManage research and resolution of accounting items generated through servicing or disbursement activityOperations & Continuous ImprovementTrack daily production metrics, KPIs, KRIs, and SLAs; provide reporting and insights to leadershipIdentify operational gaps, process improvements, and system enhancement needsDevelop, maintain, and enhance clear operating procedures and documentationServe as a subject-matter expert on policy administration, disbursements, and contract servicingCollaboration & Industry EngagementPartner across Operations, Finance, Sales, and Compliance to resolve complex, escalated casesHandle escalated member inquiries promptly, professionally, and in alignment with escalation protocolsStay informed on industry regulations, best practices, and emerging trends through trade groups and forumsWhat We're Looking ForRequired QualificationsBachelor's degree in Business or related field and 3+ years of life insurance policy administration experienceOR7+ years of direct life insurance policy administration experienceMinimum 3 years of experience directly managing staff, including coaching, performance management, and corrective actionDeep knowledge of life insurance and annuity contracts, disbursements, taxation, and servicing requirementsStrong analytical, organizational, and documentation skillsSound judgment and strong understanding of compliance in a regulated environmentAbility to manage competing priorities with exceptional attention to detailAdvanced working knowledge of Microsoft ExcelPreferred QualificationsIndustry designations such as FLMI, ACS, PCS, or CLUExperience with budget managementDemonstrated ability to analyze, summarize, and clearly communicate complex insurance topics and data