Policy Servicing Manager – Life Insurance

FWD Life Insurance Public Company Limited; Hong Kong; On-site; HKD 420,000 - 540,000; Full time

Benefits offered by this job

20-22 days annual leaves

Learning & development opportunities

Job summary

FWD Group is expanding its Policy Servicing Team in Hong Kong. The role covers end-to-end policy servicing support for customers and distribution partners, handling calls and emails, and processing policy documents with high accuracy.

The candidate will ensure compliance with regulations and AML/CTF standards while contributing to continuous improvement in servicing delivery. The ideal candidate has at least 3 years in life insurance policy administration, strong communication skills, attention

Qualifications

• Minimum of 3 years’ experience in policy administration within life insurance.
• Solid understanding of life insurance products, policy administration processes and regulations.
• Experience in either HNW business or mass market 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.

Responsibilities

• Provide end-to-end policy servicing support to customers and distribution partners.
• Answer enquiries via calls and emails and escalate when needed.
• Process endorsements, amendments, reinstatements and routine servicing requests.
• Check policy information, inputs and documentation for accuracy and compliance.
• Track and report turnaround times, productivity and service accuracy.
• Ensure servicing processes comply with regulatory requirements and AML/CTF standards.
• Identify areas for workflow improvement and assist ad-hoc projects.

Skills

Interpersonal skills

Attention to detail

Problem solving

Verbal communication

Business writing

Handling escalated issues

Partner enquiries management

Tools

Excel

Word

PowerPoint

Job description

FWD Group is expanding its Policy Servicing Team in Hong Kong. The role covers end-to-end policy servicing support for customers and distribution partners, handling calls and emails, and processing policy documents with high accuracy.

The candidate will ensure compliance with regulations and AML/CTF standards while contributing to continuous improvement in servicing delivery. The ideal candidate has at least 3 years in life insurance policy administration, strong communication skills, attention