Director/ Associate Director, HNW Operations Support

About FWD Group

FWD Group (1828.HK) is a pan-Asian life and health insurance business that serves approximately 34 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

For more information about FWD Hong Kong, please visit www.fwd.com.hk/.

Overview

Provides strategic leadership and oversight of the HNW Insurance Middle Office team (four direct reports). Sets the vision for operational excellence, ensures compliance, drives innovation, and acts as the primary liaison with senior management and external partners.

The Job

• Lead and manage the Middle Office team, overseeing all aspects of HNW insurance operations, policy servicing, and client documentation.
• Develop and implement strategic initiatives to enhance service delivery, operational efficiency, and regulatory compliance.
• Oversee complex bank & product onboarding and premium financing workflow set up, ensuring robust risk management.
• Supervise and approve internal and external flash report communications and updates, ensuring alignment with senior management and regulatory standards.
• Direct the maintenance and governance of distribution guides and manuals, ensuring best practices and compliance.
• Oversee premium renewal handling and digital portal maintenance at a strategic level, resolving escalated issues and ensuring client satisfaction.
• Foster cross-functional collaboration with Compliance, Legal, Operations, Life Operations and Relationship Managers.
• Mentor and develop team members, building a high-performing, client-centric culture.
• Serve as the escalation point for complex cases and policy issues, providing expert guidance and decision-making.
• Represent the team in management meetings and external engagements, advocating for HNW client needs.
• Monitor industry trends, regulatory changes, and best practices to ensure the team remains at the forefront of HNW insurance operations.

The Person

• Bachelor's degree or above in Finance, Business, Law, or related discipline; advanced degree preferred.
• 10+ years' experience in private banking, insurance operations, or wealth management, with a focus on HNW clients.
• Proven track record in team leadership, strategic planning, and operational excellence.
• Deep understanding of trust and corporate structures, beneficial ownership, and KYC/AML frameworks.
• Exceptional communication, stakeholder management, and problem-solving skills.
• Fluency in English; proficiency in Cantonese/Mandarin is an advantage.

We offer 5-day work, 20-22 days annual leaves, excellent learning & development opportunities and an attractive package to the right candidate.

Information collected will be treated in strict confidence and used solely for recruitment purpose. The company will retain all applications no longer than 24 months of which will be destroyed thereafter. When there are vacancies in any of our subsidiaries, holding companies, associated or affiliated companies of, or companies controlled by, or under common control with the Company during that period, we may transfer your application to them for consideration of employment. We are an equal opportunity employer. We do not discriminate on the basis of race, gender, disability or family status in employment process.