Policy Servicing Manager - Life Insurance

FWD Group Management Holdings Limited; Hong Kong; On-site; HKD 420,000 - 640,000; Full time

Benefits offered by this job

20-22 days annual leaves

Excellent learning & development

Attractive package

Job summary

FWD Group is expanding its Policy Servicing Team under Life Administration in Hong Kong. The role is open from Senior Officer to Manager level, with consideration for more experienced candidates for senior positions.

The professional will provide end-to-end policy servicing support to customers and distribution partners, handling inquiries via calls and emails with accuracy and timeliness. The job supports end-to-end servicing tasks with high accuracy and professional conduct, contributing to

Qualifications

• Minimum of 3 years’ experience in policy administration within life insurance.
• Solid understanding of life insurance products and policy administration processes.
• Strong written and verbal communication skills.

Responsibilities

• Handle enquiries from different channels; provide quality frontline service and escalated complex 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

Skills

Policy administration

Customer service

Regulatory compliance

Communication skills

Problem solving

Tools

Excel

Word

PowerPoint

Job description

FWD Group is expanding its Policy Servicing Team under Life Administration in Hong Kong. The role is open from Senior Officer to Manager level, with consideration for more experienced candidates for senior positions.

The professional will provide end-to-end policy servicing support to customers and distribution partners, handling inquiries via calls and emails with accuracy and timeliness. The job supports end-to-end servicing tasks with high accuracy and professional conduct, contributing to