Manager, Customer Relationship (Compliant Handling and Life Operational Risk)

About FWD Group

FWD Group is a pan-Asian life and health insurance business with more than 12 million customers across 10 markets, including some of the fastest-growing insurance markets in the world. The company was established in 2013 and is focused on changing the way people feel about insurance. FWD’s customer-led and digitally enabled approach aims to deliver innovative propositions, easy-to-understand products and a simpler insurance experience.

For more information, please visit www.fwd.com

For more information about FWD Hong Kong, please visit www.fwd.com.hk/.

The Job:

• Handle complex complaints and grievances from various channels to maintain high-quality services for both internal and external customers efficiently

• Train new and existing staff on effective complaint handling

• Oversee daily complaint handling operations to ensure high-quality processing within the Service Level Agreement (“SLA”)

• Plan, develop, establish and review customer complaint policies and objectives in alignment with the company objectives

• Prepare and analyze reports, recommending responses to customer service issues based on their nature and complexity

• Identify business implications and recommend strategies to prevent recurring complaints and issues

• Draft and manage customer communications related to incidents

• Manage special tasks and projects, including process and system enhancements, aimed at improving overall quality and efficiency while minimizing the risks in Life Operations

• Assess user requirements for implementing or changing regulatory requirements

• Seek approval from Legal, Risk, Compliance and/or senior management as needed

• Collaborate with stakeholders across various business units, including but not limited to Compliance, Risk, Agency, Strategic Partnership, New Business and Underwriting, Life Administration and Claims

• Handle ad-hoc tasks as assigned, such as preparing reports and meeting material, and presenting to management

The Person:

• Bachelor’s degree in Business, Compliance, Risk management or related disciplines

• IIQE papers 1, 2, 3 and 5

• At least 8 years of life insurance experience, including a minimum of 3 years in a managerial role, preferably in life operations

• Experience in complaint management or customer service is a must

• Experience in compliance, operation risk and user requirement preparation is a plus

• Strong analytical mindset and problem-solving skills

• Customer-focused with a proactive attitude

• Strong sense of ownership and adaptability to change

• Confident in handling complaints and capable of dealing with senior management independently

• Excellent training and development skills, with the ability to prepare and deliver training materials

• Proficient in both spoken and written Chinese (including Putonghua) & English

• A committed team player and manager, capable of working under pressure and determined to meet the SLA

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.