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
PURPOSE
• This role provides onsite leadership for Claims execution in CTC, managing daily operations, people performance and quality outcomes under Hong Kong Claims governance.
• To lead and manage Claims operations in CTC, ensuring timely, fair and compliant claims processing, while delivering stable service performance and continuous improvement.
KEY ACCOUNTAIBILITIES
- Lead end-to-end Claims processing activities in CTC, ensuring accuracy, timeliness and compliance.
- Manage daily workflow, case allocation and capacity planning to meet service targets.
- Review and approve claims within delegated authority and manage escalated cases.
- Ensure compliance with claims policies, regulatory requirements and internal controls.
- Lead, coach and develop claims team members, strengthening assessment capability and authority levels.
- Identify opportunities to improve claims efficiency, quality and customer experience
KEY PERFORMANCE INDICATORS
- Claims turnaround time and SLA achievement
- Accuracy and error rate
- Customer complaint indicators
- Team capability and stability
EXTERNAL & INTERNAL CONTACTS
- Hong Kong Claims leadership
- Customer service and quality teams
- CTC Offshore Operations leadership
DECISION MAKING
- Claims approval within delegated authority
- Operational prioritization and resource allocation
- Escalation recommendations for complex or sensitive cases
QUALIFICATIONS / EXPERIENCE
- University graduate with solid experience in life insurance claims operations.
- Relevant experience in claims assessment, claims processing or claims management roles.
- Demonstrated experience in managing operational teams and handling delegated authority is required.
KNOWLEDGE & TECHNICAL SKILLS
- Strong understanding of claims assessment principles, policy terms and regulatory requirements.
- Knowledge of claims controls, fraud awareness and quality assurance practices.
- Ability to manage claims operations through service metrics, quality indicators and customer outcomes.
- Strong analytical skills to identify trends, risks and improvement opportunities in claims operations.
COMPETENCIES
- Strong sense of fairness, integrity and risk awareness.
- Decisive and confident in making judgment-based decisions within delegated authority.
- Effective people leader with a coaching and development mindset.
- Customer-focused while maintaining compliance and governance standards.
- Ability to manage sensitive issues and escalations with professionalism.