The Certified Policy Administration Operations Professional/Manager (CPAOP)™/(CPAOM)™ certification program is a prestigious, globally recognized qualification designed for professionals who manage and optimize the policy lifecycle in the insurance industry. In a highly competitive and compliance-driven market, policy administration plays a critical role in ensuring operational efficiency, regulatory adherence, and exceptional customer service. This program equips participants with advanced expertise in policy issuance, renewals, endorsements, cancellations, data management, regulatory compliance, and customer communications, ensuring the seamless management of insurance policies from inception to closure.
Policy administration operations encompass a broad range of interconnected functions, including underwriting support, documentation, billing coordination, data accuracy, and regulatory reporting. Participants in this program will explore best practices for process automation, digital transformation, data security, and workflow standardization, all while maintaining a strong focus on the policyholder experience. The curriculum emphasizes operational scalability, compliance, cost efficiency, and the integration of technology for improved productivity and service delivery.
Whether in life, health, general, or specialty insurance, graduates of the CPAOP™/CPAOM™ program will be prepared to lead process improvements, manage policy administration teams, and adapt to the evolving needs of insurers and customers.
Certification Program Objectives:
Upon completing the Certified Policy Administration Operations Professional/Manager (CPAOP)™/(CPAOM)™ program, participants will be able to:
- Understand End-to-End Policy Administration – Gain expertise in managing the full policy lifecycle across multiple insurance lines.
- Optimize Policy Operations – Implement workflows that improve efficiency, accuracy, and compliance.
- Leverage Technology for Efficiency – Apply automation, digital tools, and analytics to streamline policy processes.
- Maintain Regulatory and Governance Standards – Ensure compliance with local and international insurance regulations.
- Enhance Data Accuracy and Security – Establish robust data management and privacy protocols.
- Improve Policyholder Experience – Deliver responsive, transparent, and reliable customer service throughout the policy lifecycle.
Certification Eligibility Criteria:
To apply for certification from The Operations Management Institute (OMI), candidates must meet the following criteria:
- A Bachelor’s degree from a recognized institution
And/or
- 0–4.9 years relevant experience for Professional level (CPAOP)™, or 5+ years for Manager level (CPAOM)™.
Note: Applicants who do not hold a Bachelor’s degree but possess exceptional professional experience and hold significant positions within their organizations in a relevant field may also be considered for certification on a case-by-case basis, subject to the approval of the OMI evaluation committee.
Certifying Examination:
- To be certified as CPAOP™/CPAOM™, student should take up a 1.5 hours online exam conducted by OMI.
- The qualifying exam would consist of 50 multiple choice questions, testing core certification modules.
- Professionals with relevant experience and other qualifying criteria may be exempted from the examination.
Certification Modules:
- Module 1: Fundamentals of Policy Administration and Insurance Industry Practices
- Module 2: Policy Issuance, Renewals, Endorsements, and Cancellations
- Module 3: Underwriting Support, Documentation, and Billing Coordination
- Module 4: Regulatory Compliance, Data Accuracy, and Governance in Policy Administration
- Module 5: Technology, Automation, and Digital Transformation in Policy Operations
- Module 6: Performance Optimization, Customer Service, and Continuous Improvement
* The Certification Title and its modules are regularly reviewed, updated and may change in alignment with evolving industry needs and regulatory standards.
Who Should Do This Certification:
The CPAOP™/CPAOM™ certification is ideal for professionals involved in or aspiring to join policy administration operations, including:
- Policy Administration Managers – Overseeing end-to-end policy servicing operations.
- Underwriting Support Specialists – Coordinating with underwriting teams for policy documentation.
- Data and Compliance Officers – Ensuring accuracy, consistency, and adherence to regulations.
- Operations Executives in Insurance – Managing cross-functional policy-related processes.
- Customer Service Leads – Enhancing policyholder experience through operational excellence.
- Process Improvement Specialists – Streamlining and optimizing policy workflows.
Key Benefits of CPAOP / CPAOM Certification:
- Professional Recognition – Establishes your credibility as a policy administration expert.
- Career Growth – Prepares you for senior roles in operations and policy management.
- Global Relevance – Skills applicable across life, health, general, and specialty insurance sectors.
- Practical Learning – Insights into real-world policy operations challenges and solutions.
- Professional Network – Access to a global community of insurance and operations professionals.
- Measurable Impact – Improve efficiency, reduce administrative errors, and enhance customer satisfaction.
- Best Practice Alignment – Based on globally recognized insurance and operations standards.
The CPAOP™/CPAOM™ certification equips professionals with the tools, knowledge, and frameworks to deliver excellence in policy administration. Whether your goal is operational efficiency, compliance leadership, or improved customer service, this program provides the expertise to succeed.
