About FWD Group

FWD Group (1828.HK) is a pan-Asian life and health insurance business that serves approximately 40 million customers across 10 markets, including BRI Life in Indonesia. FWD's customer-led and tech-enabled approach aims to deliver innovative propositions, easy-to-understand products and a simpler insurance experience. Established in 2013, the company operates in some of the fastest-growing insurance markets in the world with a vision of changing the way people feel about insurance. FWD Group is listed on the main board of the Hong Kong Stock Exchange under the stock code 1828.

For more information, please visit www.fwd.com

About FWD Takaful Berhad

FWD Takaful Berhad ("FWD Takaful") is a takaful provider in Malaysia that offers family takaful services. FWD Takaful is licensed under the Islamic Financial Services Act 2013 and is regulated by Bank Negara Malaysia. FWD Takaful is a takaful business unit of FWD Group.

Visit https://www.fwd.com.my

Join us

We're proud to be a company that encourages and nurtures fearless innovation in achieving our vision of changing the way people feel about takaful. Our teams come from a wide variety of industries and backgrounds because we value developing a truly diverse pool of talent that brings different perspectives and experiences. Our values - committed, innovative, proactive, open, and caring - define who we are and what we do as we work together to bring our vision to life, every single day.

KEY ACCOUNTABILITIES

Policy Servicing & Customer Communication

• Oversee the daily operations of the functions and administration processes, ensuring efficient workflow to deliver committed service levels, high standards of accuracy and delightful distribution/customer experience for the end-to-end Service journey.
• Ensure the Key Performance Indicators are on target and implement or execute strategies for consistent achievement or exceed expectation.
• Implement best practices, policies, and procedures to optimize policy servicing processes.
• Collaborate with actuarial and product development teams to ensure product design considers ease of policy maintenance procedures and implement efficient process and automation for sustainable operations.
• Collaborate with IT, Digital and Data teams to leverage on technology to improve efficiency, accuracy and effectiveness.
• Ensure the established risk assessment frameworks are aligned with the FWD policies and ensure consistent application of standard operating procedures aligned with product specification across all service processes.
• Communicate effectively with senior management, providing insights and recommendations on policy service performance.
• Manage the department budget, ensuring cost-effective operations.

Document Management

• Oversee the daily operations of the functions and administration processes on document management which covers scanning, despatch and disposal of documents.
• Implement best practices, policies, and procedures to optimize document management procedures.
• Ensure documents are managed accordance to data/ document retention policies.
• Liaison with storage management vendor to ensure documents are store and disposed accordance to FWD policies.
• Collaborate with respective document owners, IT, Digital and Data teams to leverage on technology to digitalise documents handling to paperless.

Financial Crime Compliance (AML Operations)

• Responsible for conducting the effective and timely investigation into assigned cases in accordance with agreed standard reporting requirements and service levels.
• Conduct day to day operations of AML Investigations, including searches.
• Responsible for escalating investigations to compliance team
• Responsible for the readiness of OQM Operations activities which includes promulgating business guidelines, workflow and Standard Operating Procedures (SOPs).
• To manage and monitor day-to-day Operation OQM activities in ensuring all key risks within their activities and operations are identified, mitigated and monitored by an appropriate control environment that is commensurate with risk appetite.
• To perform any ad hoc review as requested by the Head of Compliance or higher authority in Operations and Regulators.
• Responsible for providing Operation team advice and guidance to the relevant business areas
• Independently handle the tasks assigned and able to take decisions on matters within designated authority.
• Independently analyses and critically evaluate the responses received without much supervision and escalate as appropriate.

Regulatory Compliance

• Ensure all policy administration and customer service comply with relevant laws, regulations, and internal policies.
• Work in liaison with Risk and Compliance to stay updated on regulatory changes and implement necessary adjustments to policy administration and customer service practices.
• Participate in compliance review and audits as required.

Complaint Handlings

• Collaborate with Customer Engagement in handling and resolving customer complaints efficiently and effectively.
• To involve in investigating the complaints, identifying root causes, and implementing solutions to enhance customer satisfaction and improve service quality. The goal is to ensure a positive customer experience and maintain the company's reputation.
• Recommendation for appeals and business consideration for deviation to approved processes
• Provide training and support to staff on complaint handling procedures.

QUALIFICATIONS / EXPERIENCE

• Bachelor's degree in any discipline AND/OR
• More than 10-15 years' experience in Life Insurance, with a minimum of 3 years in middle leadership roles Customer Service and Policy/ Certificate Servicing
• Life Insurance professional qualification is advantageous, i.e. FMII, LOMA, FALU and etc.

KNOWLEDGE & COMPETENCIES

• Deep knowledge of customer service principles, practices, technologies and management of customer touchpoints, including but not limited to contact centre, branches, live chat and virtual services
• Understanding of life insurance administration processes and system with relevance to life insurance products for individual and group
• Knowledge of local regulations and compliance requirements related to life insurance industry
• Able to leverage technology for operations efficiency

General skills

• Proven track record of strategic planning and implementation, team leadership, and process optimization.
• Superior communication skills, written and verbal
• Strong leadership and team management skills, able to motivate and develop high performing team
• Strong analytical and problem-solving skills, use data-driven approach to decision-making
• Strong customer experience excellence mindset