Role & responsibilities

SME in this role get to

- Escalation point for complex administration transactions: new business set-up, renewals, MTAs, cancellations, endorsements, and refunds/premium adjustments.
- Perform audits on documentation and system updates to confirm accuracy against client business rules and UK regulatory documentation standards (e.g., IPT calculation, policy wording accuracy, statutory cancellation notices).
- Coach and upskill Handlers on process changes, system updates, and client-specific policy administration guidelines.
- Own and maintain SOPs, process maps and desktop procedures (DTPs) for policy administration workflows; ensure version control and client sign-off.
- Support root-cause analysis of processing errors, complaints, or client-reported defects and drive corrective/preventive actions.
- Liaise with UK operations/servicing stakeholders on process clarifications, backlog management, and volume forecasting.
- Contribute policy administration MI (TAT, backlog, error rates, aged case tracking) to weekly/monthly client governance packs.
- Support UAT and process changes arising from recent product launches, rate changes,



or system/platform migrations.
- Monitor adherence to statutory and contractual timelines (e.g., renewal notice periods, cancellation notice periods, cooling-off period administration).
- Support floor-walking, nesting and buddy support for new joiners in the policy admin team.

Qualifications

- 3-6 years' experience in UK insurance policy administration/policy servicing operations (life, general, motor, home, or commercial lines).
- Understanding of the UK policy lifecycle: NB set-up, renewals, MTAs, cancellations, reinstatements, and documentation requirements.
- Proven track record as a high-performing Handler/Advisor with strong quality and productivity metrics.
- Experience with UK policy administration systems (e.g., SSP, Open GI, Guidewire, Acturis, or client-proprietary platforms) Preferred.
- Attention to detail and document accuracy; comfortable working to strict SLA and compliance timelines.

Clear written and verbal English communication for UK client interaction and documentation

📌 SME- Property & Casualty Insurance (Kochi)
🏢 Sutherland
📍 Kochi