Senior Policy Servicing Manager (Life Insurance)

FWD Insurance; Hong Kong; On-site; HKD 290,000 - 469,000; 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 within Life Administration. The role targets Senior Officer to Manager level, with consideration for more senior candidates for a higher post.

You will deliver end-to-end policy servicing support to customers and distribution partners, handling calls and emails, verifying documents, and ensuring regulatory compliance across AML/CTF standards.

Qualifications

• 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

Responsibilities

• 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 enquiries 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 servicing

Policy administration

Customer service

Excel

Word

PowerPoint

Tools

Excel

Word

PowerPoint

Job description

FWD Group in Hong Kong is expanding its Policy Servicing Team within Life Administration. The role targets Senior Officer to Manager level, with consideration for more senior candidates for a higher post.

You will deliver end-to-end policy servicing support to customers and distribution partners, handling calls and emails, verifying documents, and ensuring regulatory compliance across AML/CTF standards.