Manager, New Business Projects and Process Improvement

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.

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In Singapore, FWD aims to change the way people feel about insurance by leveraging technology to deliver products and services that are relevant, easy to understand and always convenient for our customers. To this end, we have a direct-to-consumer (DTC) platform that allows customers to buy their preferred life and general insurance products directly from our website as well as a network of preferred Financial Advisory (FA) firms for customers who want to speak with an advisor before committing to an insurance plan. Whatever their preference, we believe insurance should be simple, reliable and convenient.

If you are looking for a career where you can create a real impact and celebrate living, we invite you to join us on our exciting journey.

PURPOSE

This role is accountable for leading New Business strategic projects, product launches and cross‑functional initiatives that enhance operational efficiency and deliver a seamless service experience to customers and intermediaries.

The incumbent provides dedicated ownership for transformation initiatives, ensuring operational readiness, regulatory compliance and sustainable delivery outcomes.

KEY ACCOUNTABILITIES

Strategic Initiatives & Projects

• Lead and deliver strategic initiatives, transformation projects and taskforce programmes impacting New Business Operations, from planning through implementation and post‑delivery stabilisation.
• Drive process re‑engineering, digitalisation and automation initiatives to improve efficiency, scalability and risk management.
• Assume ownership as the business owner for high‑impact initiatives, coordinating across Product, Distribution, Compliance, IT, Underwriting and Operations.

Product Launch & Change Management

• Provide end‑to‑end operational ownership for new product launches, enhancements and corporate initiatives, including but not limited to the following:
• Defining new business requirements,
• Assessing operational and regulatory readiness,
• Establishing or updating standard operating procedures.
• Support post‑launch (Day‑2) activities and ensure smooth transition into BAU with minimal service disruption.
• Oversee operational implementation of product changes including repricing, rider changes and withdrawals where required.

New Business Operations

During the absence of the Senior Manager for New Business Operations & Delivery, you may be required to assume the following delegated responsibilities

• Set clear operating standards and service expectations, while ensuring effective governance and control over day‑to‑day processing activities.
• Work closely with Distribution and Underwriting teams to support business growth objectives and address enquiries from BDMs and advisers.

Others

Ad hoc projects as and when assigned by Head of New Business and Underwriting.

QUALIFICATIONS / EXPERIENCE

• Diploma / Degree holder
• At least 10 years of experience in life insurance operations, preferably in new business.
• With strong exposure to new business operations, product launches and operational change initiatives.
• Proven experience in leading and delivering cross‑functional projects or strategic initiatives, preferably within an insurance or financial services environment.

KNOWLEDGE, SKILLS & ABILITY

• Strong knowledge of life and health insurance products, including investment‑linked products, and their impact on downstream operations.
• Strong leadership and managerial capability, with the ability to balance operational governance and strategic delivery.
• Proven ability to lead projects, product launches and change initiatives, translating business requirements into executable operational solutions.
• Excellent stakeholder management skills, with experience working closely with Distribution, Underwriting, Compliance, IT and external intermediaries.
• Strong analytical, problem‑solving and decision‑making skills, with the ability to assess risks and recommend practical solutions.