Manager, Life Administration

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 management and leadership for Life Administration operations delivered by CTC. The role is accountable for stable execution, people management, quality governance and continuous improvement under a Hong Kong–CTC cross-border operating model.
• To lead and manage Life Administration operations in CTC, ensuring efficient, compliant and high-quality execution of policy servicing activities in alignment with Hong Kong standards, while building a sustainable and scalable offshore delivery capability.

KEY ACCOUNTAIBILITIES

• Lead end-to-end Life Administration execution in CTC, ensuring service delivery meets agreed SLA, TAT and quality standards.

• Manage daily operations including workload planning, resource allocation and issue resolution.

• Embed and govern Hong Kong-provided policies, procedures and control requirements within CTC execution.

• Monitor operational risks, quality issues and exceptions, ensuring timely escalation and closure.

• Lead, coach and develop the Life Administration team, building functional capability and team stability.

• Identify process improvement opportunities and support operational initiatives such as system enhancements and workflow optimization.

• Perform assessment and approval of Life Administration requests within delegated authority and review complicated or exceptional cases escalated by junior staff.

 

• Review and verify customer due diligence and AML responsibilities applicable to Life Administration transactions in accordance with regulatory requirements and company guidelines.

 

KEY PERFORMANCE INDICATORS

• SLA and turnaround time achievement

• Accuracy and error rate

• Team stability and capability development

EXTERNAL & INTERNAL CONTACTS

·       Hong Kong Life Administration functional teams

·       CTC Offshore Operations leadership

·       Quality, Training and IT teams

 

DECISION MAKING

• Daily operational prioritization and resource deployment

• Approval of transactions within delegated authority

• Escalation recommendations for exceptions and complex cases

QUALIFICATIONS / EXPERIENCE

• University graduate with solid experience in life insurance operations or policy administration.

• Relevant experience in Life Administration, shared service or BPO operating environments.

• Proven management experience in operational teams is required.

 

KNOWLEDGE & TECHNICAL SKILLS

 

• Strong understanding of Life Administration processes, including policy servicing, premium handling and policy maintenance.

• Working knowledge of operational controls, AML and regulatory requirements applicable to Life Administration activities.

• Ability to manage operational performance through SLA, TAT and quality metrics.

• Good analytical skills to identify operational issues and drive process improvements.