Senior Manager, Life Administration (HNW), Life Operations

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/.

The Job

• Oversee end-to-end policy servicing for High-Net-Worth (HNW) customers, ensuring accuracy, confidentiality, and timely turnaround.
• Handle escalated HNW service enquiries and support distributors, brokers, and wealth partners with professional and high-touch service.
• Review and enhance HNW administrative processes, driving efficiency, digitalization, and system improvements.
• Monitor key operational KPIs (TAT, productivity, error rate, customer satisfaction) and implement improvement actions.
• Ensure compliance with regulatory requirements, internal controls, AML/CTF standards, and documentation procedures.
• Collaborate closely with HNW Underwriting, Claims, Customer Engagement, Finance, and IT to support seamless operations and business initiatives.
• Lead and coach the Life Administration team to maintain strong technical capability and service quality.

The Person

• Minimum 10-12 years' experience in life insurance operations; exposure to HNW business preferred.
• Strong knowledge of policy administration processes and life insurance product structures.
• Proven leadership and team management skills.
• Analytical, detail-oriented, and strong problem-solver with a customer-centric mindset.
• Excellent communication and stakeholder-management skills.
• Good command of written and spoken English and Chinese.

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.