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
Customer Engagement & Service Excellence
Provide overall leadership and strategic direction to Customer Engagement teams delivering services through Service Centres and Hotlines across multiple companies and business lines.
Establish and maintain high service standards to ensure timely, accurate, and customer‑centric service delivery.
Drive a strong customer‑first culture, ensuring positive and consistent customer experiences across all service channels.
Manage Cashier function with following Company AML policy, and maintain and periodically review the SOP
Customer Relationship & Regulatory Complaint Management
Lead the Customer Relationship team to ensure prompt, professional, and compliant handling of customer complaints and enquiries, including those escalated by regulators.
Act as a key escalation point for complex, sensitive, or high‑risk complaints, exercising sound judgement and balanced decision‑making.
Maintain effective engagement with regulators to ensure clear communication, timely responses, and sustained regulatory confidence.
Customer Experience & Data Analytics
Drive the enhancement of customer experience through structured analysis of customer feedback, complaints, service metrics, and operational data.
Translate insights into actionable improvements to service processes, customer journeys, and operational efficiency.
The Person
Degree holder in Business Administration, Management, or a related discipline.
Minimum 15 years of relevant experience in insurance or financial services, with substantial exposure to customer engagement, customer relationship management, and customer experience functions.
Proven track record in leading large, multi‑disciplinary teams across customer service, complaint handling, and service operations.
Strong experience in managing regulatory complaints and engaging with regulators and senior stakeholders.
Demonstrated ability to drive service excellence, operational improvements, and customer‑centric transformation initiatives.
In‑depth knowledge of life insurance products, operations, and regulatory requirements.
Strong expertise in customer service management, complaint handling, and service quality frameworks.
Proven ability to manage difficult customer situations with professionalism and empathy.
Strong analytical mindset with experience leveraging data to drive operational and customer improvements.
Knowing AML Regulation requirement, having EDD assessment capability.
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.