Policy Administration, Contact Center Manager

EMC Insurance Companies

. Oversee and monitor the workload and performance of the Policy Administration and Contact Center teams .

Posted 10/14/2026full-timeRemote • United StatesSeniorLead💰 $85,799 - $130,394 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates extensive expertise in policy administration within the life insurance industry, including compliance with state insurance and IRS regulations. Proven leadership in managing teams, enhancing customer experience, and implementing continuous improvement initiatives.

Highest-signal resume keywords

Policy Administration ExperienceLeadership ExperienceKnowledge of Life Insurance ProductsContact Center OperationsAnalytical and Problem-Solving Abilities

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Policy AdministrationLife Insurance KnowledgeIRS RegulationsState Insurance RegulationsContact Center OperationsQuality Monitoring PracticesWorkforce ManagementPerformance ReviewsBudgetingProcess Controls

Soft Skills

Leadership AbilitiesInterpersonal SkillsCommunication SkillsOrganizational SkillsCustomer Service Skills

Tools & Technologies

Insurance Administration SystemsContact Center PlatformsTelephony Platforms

Industry Keywords

Life InsuranceAnnuitiesSuccession PlanningContinuous ImprovementCustomer Experience

About the role

Key responsibilities & impact

Oversee and monitor the workload and performance of the Policy Administration and Contact Center teams
Establish performance goals, monitor status, conduct performance reviews, and provide coaching
Interview, hire, and recommend salary adjustments for team members
Develop team expertise and assist with succession planning and development plans
Conduct quality audits and improve team accuracy and efficiency
Engage in department budgeting
Own workforce management, including volume and staffing forecasts, scheduling, and real-time staffing adjustments
Manage policyowner service-request workflow
Develop and monitor procedures and correspondence related to contract provisions, replacement rules, forms usage, confidentiality, privacy, and other mandates
Lead continuous improvement and customer-experience oversight, including contact-center technology and digital self-service adoption
Monitor customer-experience results and direct corrective action
Own process controls, quality checks, sign-off requirements, control self-assessments, audits, and remediation
Analyze and monitor federal and state tax regulations, reporting requirements, and contribution limits
Provide guidance and training to ensure compliance

Requirements

What you’ll need

Bachelor’s degree, preferably in insurance, business, or a related field, or equivalent relevant experience
Seven years of policy administration experience in life insurance and annuities or related experience
Prior leadership experience
Advanced proven knowledge and understanding of life insurance industry products and procedures
Excellent knowledge of state insurance and IRS regulations
Working knowledge of contact center operations, including service level, scheduling, and quality monitoring practices
Strong technical knowledge of computers and insurance administration systems, including contact center/telephony platforms
Excellent leadership abilities and interpersonal skills with the ability to foster a cooperative work environment
Superior verbal and written communication skills
Excellent organizational and customer service skills
Superior analytical and problem-solving abilities
Ability to work in a fast-paced and team environment
Ability to maintain confidentiality

Benefits

Comp & perks

Comprehensive rewards package; benefits details provided at www.emcins.com/careers