Manager, Inforce Policyholder Services

Navy Mutual Aid Association•Arlington, VA

36d

About The Position

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.

Requirements

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

Nice To Haves

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

Responsibilities

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
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
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
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
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