Policy Management Assistant

About DUAL Working across 21 countries, DUAL has built a reputation as a specialist underwriting group and the market of choice for insurance intermediaries around the world. That’s how we have become one of the world’s largest international underwriting agencies (or MGAs) with US $3.4bn GWP. DUAL is part of Howden, a leading global insurance group with employee ownership at its heart.

Founded in 1994, it provides insurance, reinsurance and underwriting services to clients ranging from private individuals to the largest multinational companies. The Group operates in 57 countries, employs over 24,000 people and manages premiums totalling US $50bn on behalf of its clients.

Policy Management Assistant Role Purpose To provide high-quality operational, administrative, and technical support to the Head of Policy Management and wider team, ensuring accurate policy processing, effective review of underwriting documentation, efficient workflow management, and strong service to clients and stakeholders. The role supports the quality and integrity of policy records by identifying discrepancies, resolving system errors, and contributing to the smooth, compliant operation of the Policy Management function, while remaining adaptable to wider business needs.

• Portfolio Administration Support the administration of all IPP products, ensuring tasks are completed accurately, efficiently, and in line with internal procedures and service standards.
• Manage an individual caseload, prioritising work effectively to ensure timely and accurate processing of all tasks.
• Gather, validate, and record client and policy information, maintaining a high level of accuracy across all systems and documentation.
• Review underwriters’ risk reports and associated documentation to ensure information is complete, accurate, and aligned with policy records and business requirements.
• Identify, investigate, and correct errors noted within the policy management system, escalating issues where appropriate and helping to maintain data quality and audit integrity.
• Take ownership of issues encountered within the role, ensuring they are managed through to resolution rather than deferred, except in exceptional circumstances where escalation is necessary.
• Act as a central point of contact for TOBA-related alerts, ensuring relevant stakeholders are kept informed and underwriters are made aware of key updates.

• Act as a first point of contact for enquiries from current and prospective clients by telephone or email, answering calls promptly and maintaining high customer service standards during office hours.
• Issue application forms and renewal documentation, and provide guidance on requirements.
• Coordinate renewal activities, including emailing, chasing, and collating completed forms for underwriter review.
• Resolve day-to-day queries efficiently, escalating more complex matters where appropriate and liaising with relevant departments to ensure timely resolution.

• Provide ongoing support to key internal and external stakeholders, ensuring their requirements are met efficiently and professionally.
• Build and maintain strong working relationships across departments to support effective collaboration.
• Support other areas of the business during peak periods, staff absence, or holidays, and deputise for the Policy Management Manager when required to help maintain smooth departmental operations.
• Assist with the transfer of work between departments where required, ensuring continuity and service standards are maintained.
• Meet all KPIs and SLAs, with performance reviewed through monthly audits to identify gaps and support corrective action where needed.
• Adapt quickly to changing priorities and support wider team objectives as needed.

Technical Skills Insurance Administration:
Solid understanding of policy processing, underwriting support, and regulatory procedures.

Data Accuracy & Record Management:
Maintain precise, well-organised records across systems and documentation.

Risk Report Review:
Ability to review underwriters’ reports and identify discrepancies, omissions, or…