Associate Director, Policy Administration, Life Operations

About FWD Group

FWD Group is a pan-Asian life and health insurance business that serves approximately 30 million customers across 10 markets, including BRI Life in Indonesia. FWD’s customer-led and digitally 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.

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The Job

• Department Management : Lead and manage the Life Administration team, including hiring, training, and performance evaluations. Foster a collaborative and productive work environment.
• Policy Administration : Oversee the accurate and timely processing of policy changes, renewals, and cancellations. Ensure the integrity of policy data and documentation.
• Customer Service : Ensure high levels of customer satisfaction by addressing and resolving policyholder / channel inquiries and issues promptly and professionally.
• Compliance and Risk Management : Ensure all activities comply with relevant regulations and company policies. Identify and mitigate risks associated with policy administration.
• Process Improvement : Continuously evaluate and improve administrative processes and systems to enhance efficiency, accuracy, and service quality.
• Reporting and Analysis : Prepare and present regular reports on departmental performance, including metrics such as processing times, error rates, and customer satisfaction.
• Cross-Functional Collaboration : Work closely with other departments such as Underwriting, Claims, and IT to ensure seamless policy administration and resolve any inter-departmental issues.

The Person

We offer 5-day work, 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.