Senior Manager, New Business Operations and Delivery

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 will be expected to lead and manage new business operations team to deliver strategic initiatives that aim to achieve operations efficiency and deliver remarkable service experience to our customers and intermediaries.

KEY ACCOUNTABILITIES

• Oversee new business operations function that processes new applications of life and health business and support new business administration.
• Work closely with distribution and underwriting team to achieve productive targets including enquiries from BDMs or advisers pertaining to the applications submitted.
• Provide guidance, training and development programs to build competency of the team to deliver a delightful service experience to our customers and intermediaries.
• Support new product launches and corporate's initiatives by providing requirements for new business and establishing appropriate standard operating procedures.
• Perform regular reviews on existing processes and to enhance operations efficiency through process reengineering and automation and any system rectification, if required.
• Ensure customer due diligence check are conducted for both individual and corporate clients.
• Follow up on outstanding requirements to expedite issuance and resolve any payment issues for initial premium.
• Manage all alteration request received from customers or advisers and ensure proper workflow of documents archival.
• Provide training and consultation support to distribution channels.
• Reduce operational risk by settings guidelines, procedures and controls that are compliance to the Company's risk governance and philosophy.
• Deliver the Company's key performance indicators and strategic initiatives.
• Review, monitor and manage financial budgets and expedition for the function.
• Provide regular management reports on new business.
• Support New Business projects including product launches and enhancements, system improvements, etc.

QUALIFICATIONS / EXPERIENCE

• Diploma/Degree holder
• Must have at least 10 years of experience in life insurance operations, preferably in new business and projects
• Experience in managing a New Business team is required.

KNOWLEDGE, SKILLS & ABILITY

• Strong knowledge in life & health insurance including investment linked products.
• Good understanding on regulatory related to life and health insurance.
• Strong managerial and leadership skill
• Good verbal and written communication skills.
• Strong interpersonal and stakeholder management skill especially with experience working with distributors.
• Good analytical, problem solving and decision-making skills.
• Good coaching skills