Overview
Senior Officer – Policy Management Jobs in Abu Dhabi, UAE at AEGI Holding
About Us:
Alfit is a new insurance venture being launched by AEGI, designed to establish a modern, customer-centric platform within the insurance sector. The business will initially focus on health, life, and travel insurance products, with a clear roadmap for future expansion across additional lines.
As we approach our official launch, we are entering a critical growth phase and are actively building a high-caliber team. We are seeking professionals who are motivated to be part of a next-generation insurance company, combining innovation, operational excellence, and customer focus, led by a leadership team comprising highly respected veterans of the insurance industry.
Job Purpose:
The role is responsible for executing the end-to-end policy administration cycle for Alfit Insurance, ensuring operational excellence across onboarding, endorsements, renewals, billing and collection processes. The role handles day-to-day policy transactions in line with company guidelines and UAE regulatory requirements, and contributes to the continuous improvement of workflows, systems and procedures. The position plays a key role in maintaining service quality, supporting financial accuracy and enabling business growth through reliable policy administration.
Responsibilities:
1. Policy Lifecycle Administration
• Execute the complete policy lifecycle, including issuance, onboarding, endorsements, cancellations, reinstatements, renewals, billing and collection activities, ensuring timely and accurate processing in line with company guidelines and regulatory frameworks.
• Verify policy data, premium calculations and supporting documentation completeness before processing transactions.
• Create, configure, implement and test insurance products in the core system based on designs provided by Underwriting, including plan setup, benefit structures, pricing tables, rules and rate cards.
• Monitor integrated policy transactions and handle exceptions, rejects and fallouts from straight-through processing.
• Coordinate with brokers and clients to resolve failed member validations/registers from regulatory platforms, ensuring registers are corrected and resubmitted within agreed SLAs.
• Reconcile premium transactions with Finance to ensure accuracy of AR/AP postings and premium/commission calculations.
• Maintain effective relationships with brokers, corporate clients and internal teams (Underwriting, Medical, Finance, etc.) to resolve policy administration requests end-to-end.
• Coordinate with TPAs to resolve queries, disputes and escalations in a timely manner.
• Escalate complex, high-value or disputed policies to the Team Leader and department Head with documented analysis and recommendations.
2. Customer Orientation – Voice of Customer & Complaint Contribution
• Contribute to Alfit's Voice of Customer (VoC) framework by surfacing policyholder and broker feedback collected through the policy administration touchpoints.
• Contribute to the investigation, resolution and root-cause analysis of Policy Management-related complaints, as per Alfit's Complaints Management framework.
• Promote customer-first behaviours in every interaction and advocate for the customer perspective in cross-functional discussions.
3. Compliance Orientation
• Ensure all policy administration activities meet CBUAE requirements, applicable health-regulator rules (DHA, DOH, MOHAP), PDPL data-protection requirements and Alfit's internal policies.
• Maintain accurate, audit-ready records of policy transactions, endorsements and supporting documentation in the relevant systems.
• Adhere to approved SOPs and regulatory guidance at all times, and flag any deviation or ambiguity to the Team Leader.
• Support internal and external audits, including regulatory inspections, by providing documentation, addressing queries and executing corrective actions.
4. Performance & Quality
• Meet individual service-delivery targets, including Productivity, TAT, QA, Financial Variance and CSAT.
• Participate in quality calibration sessions and act on QA feedback to continuously improve service delivery.
• Use the core insurance management system, TPA platform, telephony, CRM and knowledge-management tools effectively to deliver consistent service.
• Contribute to the maintenance of FAQs, knowledge-base articles and policy administration job aids.
• Maintain clear communication with internal stakeholders (peer Operations sub-units, Underwriting, Finance, IT, Compliance) and external parties (TPAs, brokers, clients, reinsurers).
5. Continuous Improvement
• Participate in the development of Business Requirements and the conduction of User Acceptance Testing (UAT) for new system features, fixes and enhancements affecting the policy administration workflows.
• Contribute to the development and regular update of SOPs for all policy management workflows.
• Identify operational pain points and propose process, system or automation improvements to the Team Leader.
• Contribute to the design and refinement of policy administration workflows in collaboration with Operations, Underwriting, Finance and IT.
6. Overarching Accountabilities
• Adhere to Alfit's standards, policies and regulatory requirements at all times.
• Embody Alfit Insurance's core values and promote customer-first behaviours.
• Support new-joiner onboarding and share subject-matter knowledge with peers.
• Undertake additional administrative and operational tasks as required to ensure business continuity.
Title: Senior Officer – Policy Management
Company: AEGI Holding
Location: Abu Dhabi, UAE
