About FWD Group
FWD Group (1828.HK) is a pan-Asian life and health insurance business that serves more than 38 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
FWD Vietnam was established in 2016 and is a member of FWD Group. For more information, please visit www.fwd.com.vn
PURPOSE
Drive end-to-end premium collection excellence by optimizing customer payment journeys, strengthening collection performance management, expanding payment channels with partners, and owning collection processes, SLAs, and system delivery to ensure collections are accurate, timely, and seamless.
KEY ACCOUNTABILITIES
1. Own and continuously improve the end-to-end premium collection journey to deliver accurate, timely and seamless customer experience across all payment channels, including optimizing payment channels, UI/UX and implementing effective follow-up and recovery strategies to maximize on-time premium payment.
2. Lead collection performance management: monitor and analyse collection ratio, overdue rate, and grace-period recovery. Provide management reporting and insights to enhance customer experience and operational efficiency.
3. Lead payment partner engagement activities: assess, onboard, and implement new payment channels (e.g., bank transfer, cards, e-wallets, QR, auto-debit) including commercials, operational readiness, and customer communication.
4. Own premium collection processes and SLAs end-to-end: document and maintain SOPs.
5. Coordinate cross-functionally with Bank/Payment partners, OPIT and Finance to ensure effective premium collection execution and system.
6. Other tasks as assigned.
QUALIFICATIONS/EXPERIENCE
Bachelor’s degree in Business, Finance, Banking or related fields.
5+ years of experience in premium collection, banking operations, insurance operations, or customer billing/collections (insurance/financial services preferred).
Experience working with partners (banks/payment partners) and/or implementing payment channels.
Experience in process design, SLA management, and control/reconciliation environments.
Exposure to system enhancement projects, requirements gathering or UAT.
Proven track record in improving collection performance through journey optimization, analytics, and stakeholder management is a plus.
KNOWLEDGE & TECHNICAL SKILLS
Knowledge of collection strategies, reminder/follow-up design, and customer communication best practices.
Process mapping and SOP documentation; strong control mindset and attention to detail.
Project management skills for partner onboarding, system delivery, UAT, and release execution.
Clear communication and stakeholder management skills; able to coordinate across IT, Finance, Operations and external partners.