Life Insurance BPS Operations Supervisor

The Life Insurance BPS Supervisor is responsible for overseeing day-to-day business process operations supporting life insurance administration and servicing. This role provides operational leadership to a team of associates, ensuring work is completed accurately, efficiently, and in accordance with established service-level agreements (SLAs), quality standards, client requirements, and regulatory guidelines.

The ideal candidate brings extensive knowledge of life insurance operations, strong people-management skills, and demonstrated experience leading teams in a business process services environment. The Supervisor will partner closely with internal stakeholders and clients to identify operational opportunities, resolve issues, improve processes, and maintain a high level of service delivery.

• Supervise daily operations for assigned life insurance business processes and ensure timely completion of work within established SLAs.
• Monitor workloads, staffing levels, productivity, backlogs, and operational performance.
• Assign work and manage priorities based on business volumes, client requirements, and team capacity.
• Ensure processes are executed consistently and in accordance with documented procedures and controls.
• Identify operational risks, bottlenecks, and service issues and implement appropriate corrective actions.
• Escalate significant operational, client, compliance, or quality issues to management in a timely manner.

• Lead, coach, and develop a team of operations associates and senior associates.
• Conduct regular performance reviews, one-on-one meetings, coaching sessions, and performance improvement activities as needed.
• Establish clear performance expectations and monitor individual and team results.
• Support recruitment, onboarding, training, and development of team members.
• Foster a culture of accountability, collaboration, continuous improvement, and customer service.
• Identify high-potential employees and support career development and succession planning.

• Provide subject-matter guidance on life insurance policy administration and servicing processes.
• Oversee processes such as policy issuance, new business, underwriting support, policy changes, beneficiary updates, billing and payments, reinstatements, policy servicing, claims support, and related administrative activities, as applicable.
• Review complex transactions and exceptions and provide guidance to team members.
• Ensure appropriate documentation and processing controls are followed.
• Stay current with life insurance products, operational practices, regulatory requirements, and client-specific procedures.

• Monitor quality performance and ensure adherence to internal controls, policies, procedures, and client requirements.
• Review quality trends and develop action plans to address recurring errors or process gaps.
• Ensure appropriate handling of confidential customer and policy information.
• Support internal and external audits and provide required documentation and operational reporting.
• Promote compliance with applicable insurance regulations and organizational policies.

• Prepare and review daily, weekly, and monthly operational reports.
• Track KPIs including productivity, quality, turnaround time, SLA performance, backlog, error rates, and staffing utilization.
• Analyze performance trends and communicate key findings and action plans to management.
• Participate in operational reviews and client meetings as required.

• Identify opportunities to improve efficiency, quality, customer experience, and cost effectiveness.
• Lead or participate in continuous improvement…