Life Policy Servicing Manager

FWD Insurance; Hong Kong; On-site; HKD 300,000 - 420,000; Full time

Job description

About FWD Group

FWD Group (1828.HK) is a pan-Asian life and health insurance business that serves approximately 40 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. For more information, please visit www.fwd.com

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

Job Summary

We are expanding our Policy Servicing Team under Life Administration. The position is open to candidates at the Senior Officer to Manager level, candidate with more experienced will be considered for a senior position.

The professional will provide end-to-end policy servicing support to our customers & distribution partners. The role is responsible for answering enquiries via calls/emails, handling escalated enquiries from customer engagement team, and performing certain policy servicing transactions.

The Job

• Support and execute end‑to‑end policy servicing tasks for customers with high accuracy, professionalism, and timely turnaround
• Handle enquiries from different channels; provide quality frontline service and escalated issues when necessary
• Prepare, verify, and process policy-related documents such as endorsements, amendments, reinstatements, and routine servicing requests
• Conduct detailed checks on policy information, system inputs, and documentation to ensure compliance and minimize errors
• Track and report operational metrics such as turnaround time (TAT), productivity, and service accuracy, supporting continuous improvement activities
• Ensure all servicing processes comply with regulatory requirements, internal guidelines, and AML/CTF standards
• Identify areas for enhancement and implement changes to streamline the workflow
• Assist in any ad-hoc projects or duties as assigned

The Person

• Minimum of 3 years’ experience in policy administration within life insurance industry, candidate with more experience will be considered for Assistant Manager / Manager position
• Solid understanding of life insurance products, policy administration processes and life insurance related regulations
• Experience in either HNW business / mass market insurance servicing is welcome
• Good business writing skills and verbal skills
• Detail-oriented, resourceful, and equipped with strong problem-solving skills
• Strong interpersonal skills with proven experience in managing distribution partners’ enquiries
• Ability to handle escalated issues
• Good PC skills, including Excel, Word, and PowerPoint

• We offer 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.