Job Specifications
The Manager, Policy Administration Systems & Application Support is a hands-on leadership role responsible for the stability, performance, and evolution of the organization’s core operational platform and the enterprise production support function across all business applications.
This role leads the technical support team responsible for mission-critical systems—ensuring reliability, driving continuous improvement, coordinating with internal and external partners, and enabling high-quality incident resolution. The ideal candidate is technically proficient, possesses strong business acumen, and has a proven track record of supporting complex systems within a regulated industry. Extensive knowledge of platform ecosystems and production operations is required.
DUTIES AND RESPONSIBILITIES:
Core Platform Leadership
Own the strategic roadmap for the core operational platform (EXL LifePro), including system upgrades, vendor coordination, and enhancement planning.
Provide hands-on technical leadership for escalated issues related to data processing, transactional errors, configuration management, and system logic.
Ensure the platform supports the full lifecycle of business operations, including client management, billing, compliance, and reporting workflows.
Partner with business stakeholders across Operations, Finance, Compliance, and Product to evolve the platform in alignment with enterprise goals.
Monitor and maintain data integrity, system integration health, and overall platform performance.
Develop standard operating procedures, support runbooks, and training materials for users and support staff.
Production & Application Support
Ensure the stability, availability, and performance of production systems through proactive monitoring, rapid triage, and disciplined problem management.
Lead production support for key business applications including, but not limited to: the core operational platform, ERP systems, digital interfaces, workflow engines, document management systems, and business intelligence tools.
Manage the incident lifecycle end-to-end: identification, triage, escalation, resolution, root cause analysis, and knowledge documentation.
Define, track, and report operational SLAs and KPIs (e.g., uptime, incident response/resolution, backlog, recurring issues, user satisfaction).
Collaborate across departments to assess application issues, define business requirements, and produce actionable analysis and reports.
Compile and analyze data from various sources (e.g., SQL databases, spreadsheets, flat files) for reporting and process improvement needs.
Identify and assist with the implementation of business/IT solutions; support user acceptance testing.
Provide on-call leadership during critical system incidents.
Team & Vendor Management
Develop, mentor, and coach support team members to build technical depth, business knowledge, and leadership capabilities.
Foster a culture of accountability, service excellence, and continuous learning.
Lead a blended team of internal analysts and external vendor resources, ensuring appropriate coverage, training, and accountability.
Maintain and evolve support processes including ticketing workflows, escalation paths, and knowledge base maintenance.
Manage vendor service levels and serve as the key liaison with application vendors for issue resolution and system enhancement efforts.
Governance & Continuous Improvement
Ensure alignment with IT service management principles and internal controls related to system changes, data security, and incident management.
Manage and prioritize system changes, patches, and enhancements in alignment with release cycles.
Coordinate scheduled and emergency maintenance activities to ensure minimal business disruption.
Collaborate with internal stakeholders to align support activities with enterprise technology standards.
Maintain clear documentation of support processes, known issues, and resolution paths.
Ensure compliance with regulatory and security standards in all production environments.
QUALIFICATIONS:
Bachelor's degree in Information Technology, Computer Science, Business, or a related field.
7+ years of experience in Technology or a closely related field, with at least 3 years managing core operational systems and enterprise application support teams.
Preferred experience with EXL LifePro.
Deep understanding of business operations and the systems that support them.
Demonstrated experience managing third-party vendor relationships.
Proven success in leading support organizations with measurable service level improvements.
Familiarity with incident and change management tools (e.g., ServiceNow, Jira Service Management).
About the Company
Since 1996, Questpro has served as a highly-sought-after, full-service staffing and recruiting firm exclusive to the Insurance and Risk Management industry. Trusted by leading insurance and risk management companies across the country, our team has formed substantial relationships with insurance carriers, TPAs, IA Firms, agencies, brokerages, MGAs, insurtechs and self-insureds, sourcing candidates for positions ranging from claims to underwriting, customer service to sales and marketing, entry-level to C-Suite. Touching all ...
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