HNW Case Manager

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

In Singapore, FWD aims to change the way people feel about insurance by leveraging technology to deliver products and services that are relevant, easy to understand and always convenient for our customers. To this end, we have a direct-to-consumer (DTC) platform that allows customers to buy their preferred life and general insurance products directly from our website; as well as a network of preferred Financial Advisory (FA) firms for customers who want to speak with an advisor before committing to an insurance plan. Whatever their preference, we believe insurance should be simple, reliable and convenient.

If you are looking for a career where you can create a real impact and celebrate living, we invite you to join us on our exciting journey.

PURPOSE

Support and drive the delivery of strategic objectives and business plan through efficient and effective management of High Net Worth business. Support and implement the regional strategy for successful implementation strategic program of work. Participate in the development and execution of insurance service and marketing strategies to foster business line growth and customer relations.

KEY ACCOUNTAIBILITIES

• Work closely with the distribution and underwriting team to achieve productive targets and provide support to our distribution partners.
• Perform regular reviews on existing processes and enhance operations efficiency through process reengineering and automation.
• Support internal and external audits, and ensure identified gaps are closed properly within stipulated timelines.
• Reduce operational risk by setting standard operating guidelines, procedures and controls that are compliance to the Company's risk governance and philosophy.
• Support operations training to internal stakeholders and distribution partners.
• Handle escalated appeals, complaints and feedback.
• Deliver the Company's key performance indicators and strategic initiatives.
• Prepare regular management reports on HNW operations.
• Manage peaks & troughs by providing initiatives to prevent and clear backlog in processing of new business applications.

QUALIFICATIONS / EXPERIENCE

• Diploma or equivalent, having insurance certifications/qualifications will be an advantage
• Min 5 years of relevant experience in life insurance operations and HNW case management.

KNOWLEDGE, SKILLS & ABILITY

• Possess insurance knowledge including underwriting concepts, local practices, and processing
• Experience in developing automation requirements and implementing systems solutions
• Possess excellent analytical, communication and people relationship skills