A Belgian life insurance organisation is strengthening its Life Operations function, which manages policies and client files for individual and corporate policyholders across Belgium. This Team Leader Life Insurance role leads an eight-person Underwriting & Policy Servicing team, combining operational and KPI management with internal controls, case management and service improvement.
The mission
Life Operations covers the administration and servicing of life insurance policies, including underwriting activities, policy changes, client and broker requests, telephone and email contacts, and complaints. The team’s work directly affects service quality, response times and the accuracy of policy administration for customers in the Belgian market. The role connects daily operations with the wider objectives of the Life Retail department.
You will organise the team’s weekly workload, clarify priorities and provide support when cases require escalation or coordination. You will translate departmental objectives into measurable goals, monitor performance, coach team members through one-to-one meetings and evaluations, and contribute to the team strategy with the Life Retail Manager. The scope also includes information and project meetings, budget follow-up and improvement of customer-facing processes.
Your responsibilities
- Lead the eight-person Underwriting & Policy Servicing team through daily guidance, coaching, feedback and targeted training.
- Prioritise weekly workloads and coordinate case management so that customer and broker requests are handled accurately and within agreed deadlines.
- Improve service quality by reviewing email, telephone and complaints processes and identifying practical process improvement opportunities.
- Translate departmental objectives into clear team goals, then monitor operational and KPI management indicators for productivity and service performance.
- Coordinate information sessions, project meetings and stakeholder communication across the Life Operations department and related teams.
- Manage the allocated budget, support employee development and analyse complaints to propose appropriate resolutions.
Your profile
Essential skills
- Bring at least five years of experience in the life insurance industry, with an in-depth understanding of life insurance operations.
- Lead through trust, participation and clear expectations while coordinating an eight-person operational team.
- Apply internal controls and process improvement principles to policy servicing, customer contacts and complaints handling.
- Manage multiple cases and competing priorities in an organised, meticulous way while meeting tight deadlines.
- Track operational results and KPIs, and use performance information to guide workload planning and team objectives.
- Communicate effectively with policyholders, brokers, colleagues, managers and other internal and external stakeholders.
- Use Microsoft Office confidently, particularly Excel and PowerPoint, for reporting, planning and presentations.
Languages
- Dutch: C1 or C2 level, when Dutch is your stronger national language, or at least B2 when French is stronger.
- French: C1 or C2 level, when French is your stronger national language, or at least B2 when Dutch is stronger.
Education
- Hold a bachelor’s degree or equivalent experience, preferably in insurance, economics or a related field.