Role OverviewWe are looking for a Policy Relations & Resolution Analyst to provide data-driven insights and operational support to Agency and Banca channels. This role is key to enhancing portfolio performance, improving persistency, and ensuring efficient handling of customer-related activities.Key ResponsibilitiesPrepare and manage agency reports to support performance tracking and decision-makingShare monthly lapsed business reports with agency teamsMonitor and report on IQA% and renewable persistency metricsPrepare and distribute replacement reports in line with company guidelinesDevelop and present First Year Persistency rolling reportsSupport the design and tracking of sales contests for Agency and Banca channelsRetail Operations SupportHandle walk-in customer requests and inquiriesInvestigate and resolve customer complaintsManage written surrender requestsSupport call center requests and follow-upsHandle IPA suspended cases and ensure proper resolutionQualifications & SkillsStrong analytical and reporting skills0-2 years of experience in sales support, operations, or reporting (preferably within insurance)Good understanding of persistency, replacement, and sales KPIsStrong attention to detail and ability to work with dataGood communication and stakeholder coordination skillsAbility to handle customer-related cases efficiently