Senior Client Services Manager

Job Overview:

The Senior Client Services Manager is responsible for the comprehensive management of a designated book of Private Placement Life Insurance (PPLI) policies, including full ownership of the onboarding process for new clients. This role requires a highly detail-oriented professional with strong technical expertise in policy administration, billing mechanics and reinsurance structures. The candidate works largely independently, exercises sound judgment, and ensures accuracy, completeness, and compliance throughout the lifecycle of each policy.

Job Responsibilities:

Client Onboarding & Case Management

• Own and manage the end-to-end onboarding process for new PPLI clients, ensuring all required documentation, approvals, and submissions are completed accurately and timely.
• Prepare, review, and submit policy approval submission forms and all required onboarding and issuance forms.
• Coordinate and submit cases to the Compliance department, ensuring adherence to internal policies, regulatory requirements, and AML/KYC standards.
• Review client files to confirm completeness, accuracy, and proper organization prior to and following policy issuance.
• Identify missing items, deficiencies, or potential issues within client files and provide clear, actionable feedback to internal teams and external parties.
• Perform an initial assessment of pending onboarding items, exercise sound judgment, and proactively drive resolution or escalation when required.

Advantage Policy Administration Systems (APAS)

• Fully operate, manage, and maintain the policies within APAS.
• Demonstrate a comprehensive understanding of APAS functionality, data flows, and reporting capabilities as they relate to PPLI policy administration.
• Ensure accurate setup, maintenance, and updates of policy data within APAS, including billing schedules, fees, reinsurance charges, cost of insurance, and other policy components.
• Utilize APAS to reconcile billing, monitor policy values, and support internal reporting, audits, and inquiries.
• Serve as a subject-matter resource for APAS-related questions, troubleshooting, and process improvements.

• Prepare and review periodic policy valuation statements, ensuring the accuracy and timeliness of all policy documentation, including amendments, beneficiary updates, asset rebalancing, policy loans, and surrenders.
• Ensure adherence to applicable regulatory frameworks (Example: FATCA, CRS, and local insurance laws).

Ongoing Policy Administration & Billing Oversight

• Manage a portfolio of PPLI policies, PPLI policy structures and annuity contracts, ensuring accurate and timely administration throughout the policy lifecycle.

• Coordinate bank and investment account opening applications for PPLI and Portfolio Investment Companies.

• Maintain a thorough understanding of all billing components, including premiums, fees, cost of insurance (COI), reinsurance charges, and other policy-related expenses.
• Review, reconcile, and validate billing statements and policy activity to ensure alignment with contractual terms.
• Address and resolve billing discrepancies in coordination with Accounting, Reinsurance, and Operations teams.

Collaboration Across Departments

• Liaise with internal departments including Compliance, Accounting, Underwriting, and Operations to ensure seamless onboarding and ongoing servicing.
• Act as a knowledgeable point of contact for trustees, advisors, clients, and external service providers regarding onboarding status, policy administration, and billing matters.
• Support audits, internal reviews, and ad-hoc reporting requests related to onboarding, billing, and policy administration.
• Ensure compliance with internal controls, documentation standards, and company procedures.

• Management of junior staff assigned to the client portfolio.
• Support internal and external audits and actuarial reviews by preparing required documentation and responding to queries. Ensure all files are complete and that an organized, uptodate filing system is maintained.

Autonomy & Process Improvement

• Independently manage priorities, timelines, and deliverables for assigned onboarding cases and book of business.
• Identify operational risks, system gaps, or process inefficiencies and recommend improvements.
• Demonstrate strong ownership, accountability, and decision-making in day-to-day responsibilities.

Job Requirements:

• Relevant advance professional degree (e.g., Master of Business Administration, or equivalent)
• Minimum of three (3) years of experience in client services, policy administration, or operations within the life insurance industry; PPLI experience strongly preferred.
• Strong working knowledge of PPLI structures, including billing, reinsurance agreements, fees, and cost of insurance.
• Exceptional attention to detail and ability to manage complex documentation and financial data.
• Ability to work independently, exercise judgment, and manage a book of business with minimal supervision.
• Strong analytical, organizational, and problem-solving skills.
• Excellent written and verbal communication skills.
• High level of professionalism and discretion in handling confidential information.

• Strong knowledge of PPLI structures, trusts, international compliance, and cross-border regulatory frameworks (FATCA, KYC, AML).
• Proficient in financial systems, CRM platforms, and the SILO platform; familiarity with cryptocurrencies and digital assets.