Director, Customer Success Lead
FWD Life Insurance Corporation
Hong Kong

FWD Group spans Hong Kong & Macau, Thailand, Indonesia, the Philippines, Singapore, Malaysia, Vietnam, and Japan, offering life and medical insurance, general insurance and employee benefits across a number of its markets.

FWD is focused on creating fresh customer experiences, with easy-to-understand products, supported by digital technology.

Through this customer-led approach, FWD aims to become a leading pan-Asian insurer that changes the way people feel about insurance.

Established in Asia in 2013, FWD is the insurance business of investment group, Pacific Century Group. For more information please visit WWW.

FWD.COM PURPOSE Develop market leading Underwriting and Claim Frameworks to build out capability in Group and Markets to support the delivery of successful transformation, including life and health product development across the group to meet and exceed customer needs and achieve sustainable business growth.

Collaborate with Group and Market teams on Product Approvals, Development, new Propositions and Health Management. Collaborate with Group and Market teams to adopt new innovative customer experiences delivered in new ways of working.

KEY ACCOUNTABILITIES Responsible for developing and refreshing Group Underwriting Risk Management and Group Claim Risk Management Frameworks, Policies and Standards and business processes to compliment product design and support delivery of our 'easy to buy' and 'easy to claim' philosophy to build out a set of capabilities across the Group which can be seamlessly integrated into customer journeys.

Collaborate with Group Product & Propositions, Actuarial and Markets on new Product Development and Propositions to ensure input and consideration of technical underwriting and claims management perspectives.

Responsible for aligning all Reinsurer partners across our markets to our underwriting and claim risk management frameworks including risk preferences, practices / rules to ensure smooth implementation regardless of products / reinsurer combinations to enable expected customer and business outcomes.

Provide oversight to markets ensure risk management frameworks are aligned with markets and implemented as expected for optimal business outcomes.

Provide approval and sign-off from underwriting and clam role as part of the Product Approval Process. Build-up Medical Claim Management capability in close collaboration with Group Actuarial, Group Product, Health Management and Markets to manage claim experience for medical products within assumptions and with acceptable loss ratio.

Collaborate closely with the Purchase & Onboarding and Claim Solution Managers to support the development and delivery of our strategic roadmap for these Solutions.

Collaborate with Group and Markets identify new opportunities to improve experiences i.e. introducing AI Underwriting, AI Claim to simplify customer journeys, cross-sell and up-sell initiatives.

Using primary and secondary strategic metrics, collaborate with markets to close market gaps and un-met customer needs and translate into executable strategies / solutions to deliver greater values for customers and resulting better business outcomes.

Help to foster team culture and champion best practices through mentoring and training of our Customer Success Leads (Senior Managers) others including peers in markets.

Continuously develop new skills relating to innovation and collaboration for continuous improvement. Extend support to Purchase & Onboarding and Claim Solution managers to manage product backlogs and refinement sessions when Solution Managers are unavailable due to annual or other leave.

QUALIFICATIONS / EXPERIENCE Bachelor or master’s degree in Business or related. Minimum 10+ years’ experience in Financial Services / Insurance industry working in multi-national environments.

At least 10+ years’ experience in underwriting and / or claim risk management, insurance operations, product development and risk management.

Experienced in communicating business requirements both verbally and through user stories, with logical and clear acceptance criteria, that are easily understood by users, developers, testers and stakeholders.

Proven experience in applying data and analytics to track performance, identify problems, source solutions and influence business outcomes where and when needed.

Experienced in purchasing & onboarding (incl. underwriting) and claim management business processes with strong knowledge of associated business systems and digital technology (front and back-end).

Excellent communication, stakeholder management and relationship building skills. Strong eye for detail and a creative and strategic thinker.

Strong negotiation and influencing skills and the ability to earn trust with across functional leadership and within working teams across markets.

KNOWLEDGE & TECHNICAL SKILLS Comprehensive knowledge of financial services, insurance operations and customer experience.

Sound understanding of how product / solution can solve customer and business problems and create sustainable value. Comprehensive knowledge of underwriting and claim risk management practices and trends across Asia.

Customer / people centred design skills and how this translate into customer and business benefits. Understand Agile methodologies, processes, principles and ways of working to deliver iterative value to customers consistent with market trends.

Strong ability to collaborate with and influence stakeholders. Provide technical expertise to markets to formulate underwriting and claim management strategies aligned to strategic outcomes.

Demonstrated proficiency to work and adapt in a dynamic environment and recognize priority issues, escalating quickly where relevant.


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