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 KEY ACCOUNTAIBILITIES Partner with CTOOs, COOs, CMOs and Chief / Heads of Transformation across all markets to deliver a common strategic direction and roadmap across the group.
Take ownership for the design, development and leadership of the strategic direction and roadmap for FWD Website engaging key C Level stakeholders, and strategic roadmap is agreed in Group and Market level Responsible for strategic investments and expected returns / benefits and commercial modeling for FWD Website across the Group.
Partner with and support delivery of transformation across Customer, Integration and Transformation teams Partner with C-Level and Functional Heads to identify and build future capabilities needed to deliver on the FWD Life Loop where customers feel understood, appreciated and cared for.
Understand define and solve complex problems with a data driven approach using analytics and insights across the markets to increase customer engagement and satisfaction.
Deliver a distinctive customer experience, scalable and reusable across the brand with a compelling set of commercials to achieve top quartile customer experience and top tier cost efficiency.
Responsible to set up and manage the commercial modelling and mechanism for the FWD Website for cost center management. Lead high-performing cross functional teams from multiple domain expertise area across Digital, Customer Experience, Operations, Product, Technology and other related functions to ensure our customers are in the center of the FWD Website design, and their best interests are fully considered.
Oversee the portfolio of the FWD Website initiatives to ensure alignment with the strategic direction, prioritize time and resources appropriately, and performance metrics of how the solution meets the customer and business expectations.
Define and deliver expected benefits, business outcomes and monitor success through established KPI’s and customer feedback.
Foster a culture of external customer focus, continuous delivery of customer value aligned with FWDs overall brand Vision and Strategy.
Foster close C-Level and Functional Head stakeholder relationships and management across all initiatives and all markets.
QUALIFICATIONS / EXPERIENCE Bachelor or master’s degree in Business or related. 10+ years’ proven leadership experience in designing and delivering websites within insurance consumer sector, or other relevant consumer business sector.
Experienced in leading website delivery in multiple markets in Asia region.