GBU Life · 2 days ago
Manager - Policy Administration Systems & Production Support
Pittsburgh, PA
Full-time
Hybrid
Senior Level
$140K/yr - $160K/yr
7+ years expGBU Life is seeking a Manager for Policy Administration Systems & Production Support who will provide technical and operational leadership for the stability and performance of their Policy Administration System. This role involves leading a production support team, ensuring system reliability, and collaborating with business stakeholders to enhance system capabilities.
Financial ServicesInsuranceRetirement
Responsibilities
Own the PAS (EXL LifePro), including system roadmap planning, upgrades, vendor coordination, and enhancements
Provide hands-on support for escalated issues (e.g., policy processing errors, commissions, production configuration, agent hierarchy/compensation structures)
Ensure the PAS supports life and annuity product development and full policy lifecycle workflows including billing, claims, and compliance reporting
Partner with business stakeholders across Operations, Finance, Compliance, and Product to evolve the system in alignment with enterprise goals
Monitor and maintain PAS data quality, interface health, and overall system performance
Develop standard operating procedures, support runbooks, and training for users and support staff
Ensure 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: PAS, ERP, EApps, underwriting platforms, workflow platforms, imaging/document management systems, and reporting 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 (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 data from a collection of SQL databases, MS Excel files, XML/JSON files, etc. for analysis, processing and/or reporting needs
Identifies and assists with implementation of business/IT solutions; assists with testing of applications
Provide on-call leadership during system incidents
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 SLAs and serve as the key liaison with application vendors for issue resolution and system enhancement efforts
Ensure alignment with ITIL 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 with minimal business disruption
Collaborate with internal stakeholders to align support 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
Adhering and supporting GBU’s Enterprise Risk Management Framework
Understanding and complying with applicable laws, regulations, policies and procedures; completing all required training; executing and monitoring controls effectively (as applicable); appropriately identifying, assessing, escalating and remediating risks, potential issues and control failures (as applicable); and reporting compliance or regulatory concerns to management
Understanding and conducting oneself in accordance with the Employee Handbook and preserving GBU’s brand and reputation
Performs other related duties as assigned by management
Qualification
Required
Bachelor's degree in information technology, Computer Science, Business, or related field
7+ years of experience in Technology or closely related field, with at least 3 years managing core insurance systems and enterprise application support teams
Deep understanding of life insurance and/or annuity operations and associated systems
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)
ITIL Foundation certification or similar operational framework experience
Working knowledge of integrations with finance, ERM, imaging, and reporting platforms
Preferred
Preferred experience with EXL LifePro
Benefits
Medical, Dental Vision
Company paid HRA
401(k) + match
Pension Plan
LongTerm Disability
Paid FLMA
Life Insurance & AD&D
PTO and VTO (Volunteer Time Off)
Company
GBU Life
GBU Financial Life (GBU) was founded on April 13, 1892, as a not-for-profit fraternal organization in Pittsburgh, Pennsylvania.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
W
William W. Hunt
Chief Executive Officer, Member of Board of Directors
Recent News
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