Policy Servicing Manager - Life Insurance

FWD Insurance; Hong Kong; On-site; HKD 420,000 - 620,000; Full time

Benefits offered by this job

Annual leave 20-22 days

Learning & development opportunities

Attractive package

Job summary

FWD Group in Hong Kong is expanding its Policy Servicing Team under Life Administration. The role is open to candidates at the Senior Officer to Manager level; more experienced applicants will be considered for senior positions.

The professional will provide end-to-end policy servicing support to customers and distribution partners. The role handles inquiries via calls/emails and executes servicing transactions.

Qualifications

• Minimum of 3 years’ experience in policy administration within life insurance.
• Solid understanding of life insurance products and policy administration processes.
• Experience in either HNW or mass market servicing is welcome.
• Good business writing and verbal skills.
• Detail-oriented, resourceful with strong problem-solving skills.
• Strong interpersonal skills with distribution partners’ enquiries handling.
• Ability to handle escalated issues and adhere to AML/CTF standards.
• Proficient PC skills including Excel, Word and PowerPoint.

Responsibilities

• Support and execute end‑to‑end policy servicing tasks with accuracy and timely turnaround.
• Handle enquiries from different channels; provide frontline service and escalate when needed.
• Prepare, verify, and process endorsements, amendments, reinstatements and routine servicing requests.
• Conduct checks on policy information, system inputs and documents to ensure compliance.
• Track and report metrics such as TAT, productivity, and service accuracy.
• Ensure processes comply with regulatory requirements and AML/CTF standards.
• Identify areas for workflow enhancement and participate in ad-hoc projects.

Skills

Policy administration

Interpersonal skills

Business writing

Verbal skills

Excel

Word

PowerPoint

AML/CTF awareness

Tools

Excel

Word

PowerPoint

Job description

FWD Group in Hong Kong is expanding its Policy Servicing Team under Life Administration. The role is open to candidates at the Senior Officer to Manager level; more experienced applicants will be considered for senior positions.

The professional will provide end-to-end policy servicing support to customers and distribution partners. The role handles inquiries via calls/emails and executes servicing transactions.