Policy Management Assistant

Job description

About DUAL Working across 21 countries, DUAL has built a reputation as a specialist underwriting group and the market of choice for insurance intermediaries around the world. That’s how we have become one of the world’s largest international underwriting agencies (or MGAs) with US$3.4bn GWP. DUAL is part of Howden, a leading global insurance group with employee ownership at its heart. Founded in 1994, it provides insurance, reinsurance and underwriting services to clients ranging from private individuals to the largest multinational companies. The Group operates in 57 countries, employs over 24,000 people and manages premiums totalling US$50bn on behalf of its clients. Policy Management Assistant Role Purpose To provide high-quality operational, administrative, and technical support to the Head of Policy Management and wider team, ensuring accurate policy processing, effective review of underwriting documentation, efficient workflow management, and strong service to clients and stakeholders. The role supports the quality and integrity of policy records by identifying discrepancies, resolving system errors, and contributing to the smooth, compliant operation of the Policy Management function, while remaining adaptable to wider business needs. Key Responsibilities Portfolio Administration Support the administration of all IPP products, ensuring tasks are completed accurately, efficiently, and in line with internal procedures and service standards. Manage an individual caseload, prioritising work effectively to ensure timely and accurate processing of all tasks. Gather, validate, and record client and policy information, maintaining a high level of accuracy across all systems and documentation. Review underwriters’ risk reports and associated documentation to ensure information is complete, accurate, and aligned with policy records and business requirements. Identify, investigate, and correct errors noted within the policy management system, escalating issues where appropriate and helping to maintain data quality and audit integrity. Take ownership of issues encountered within the role, ensuring they are managed through to resolution rather than deferred, except in exceptional circumstances where escalation is necessary. Act as a central point of contact for TOBA-related alerts, ensuring relevant stakeholders are kept informed and underwriters are made aware of key updates. Client & Stakeholder Support Act as a first point of contact for enquiries from current and prospective clients by telephone or email, answering calls promptly and maintaining high customer service standards during office hours. Issue application forms and renewal documentation, and provide guidance on requirements. Coordinate renewal activities, including emailing, chasing, and collating completed forms for underwriter review. Resolve day-to-day queries efficiently, escalating more complex matters where appropriate and liaising with relevant departments to ensure timely resolution. Cross-Team & Stakeholder Support Provide ongoing support to key internal and external stakeholders, ensuring their requirements are met efficiently and professionally. Build and maintain strong working relationships across departments to support effective collaboration. Support other areas of the business during peak periods, staff absence, or holidays, and deputise for the Policy Management Manager when required to help maintain smooth departmental operations. Assist with the transfer of work between departments where required, ensuring continuity and service standards are maintained. Meet all KPIs and SLAs, with performance reviewed through monthly audits to identify gaps and support corrective action where needed. Adapt quickly to changing priorities and support wider team objectives as needed. Skills and Competencies Technical Skills Insurance Administration: Solid understanding of policy processing, underwriting support, and regulatory procedures. Data Accuracy & Record Management: Maintain precise, well-organised records across systems and documentation. Risk Report Review: Ability to review underwriters’ reports and identify discrepancies, omissions, or follow-up actions required. System Accuracy & Quality Control: Confident in identifying and correcting errors within the policy management system to support accurate reporting and compliance. KYC & Compliance Checks: Conduct KYC with internal and regulatory requirements. IT Proficiency: Competent with Microsoft Office, document management systems, and policy administration platforms, including advanced Excel skills. Communication & Customer Service Clear and professional communication with clients and stakeholders. Efficient handling of telephone and email enquiries. Ability to build and maintain strong working relationships across teams. Core Competencies Strong sense of ownership and accountability, taking responsibility for tasks and issues and seeing them through to completion and resolution. Sound judgement and decision-making skills, with the confidence to resolve matters independently and escalate only where necessary. High level of numerical skills, accuracy and attention to detail, supported by a strong focus on quality, compliance, and audit-ready record keeping. Effective forward planning and organisational skills, with the ability to prioritise workloads and consistently meet deadlines, KPIs, and SLAs. Resilient and adaptable approach, maintaining accuracy, professionalism, and service standards while managing changing priorities and operational demands. Clear, professional, and confident communication skills, with the ability to build strong working relationships with clients, colleagues, and stakeholders. Collaborative and flexible in supporting wider team objectives, while contributing to continuity of service and providing dependable support when additional cover is required. What do we offer in return? A career that you define. Of course, we offer a competitive range of rewards and benefits to support you, but we know you expect all that. What you might not expect is a job where everyone has a voice, where volunteering in the community is part of the day job, and where everyone is encouraged to play a part towards our sustainability goals. We want people who want to make a difference - not just in the workplace, but in the industry and in the wider community. Our culture: people first Our core values dictate how we live and work. We’re a group with independence and people at its heart – and a home for talent with a unique culture: the biggest small company in the world. Being a people-first business has always been central to who we are. Our vision was to create an independent organisation with a distinctive culture that would survive and thrive through the people who shape it. Finding the most talented and entrepreneurial individuals to join the group has been, and will continue to be, key to our success. Diversity and inclusion At DUAL, our people are our greatest strength. We are committed to building an open and inclusive culture where everyone feels trusted and that they belong. We work to ensure all candidates, employees, clients and business partners are treated with fairness and respect. We want every candidate to be able to bring their best to the recruitment process, so if you require reasonable accommodation at any stage, please let us know and we will work with you to provide appropriate support. Permanent