Associate Director, Claims, Employee Benefits

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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For more information about FWD Hong Kong, please visit .

The Job

Lead daily operations of the EB claims team, ensuring timely and accurate claim approval and settlement.

Approve claims within authority limits and handle escalated complaints and disputes.

Drive operational efficiency through system enhancements, process automation, OCR integration and ad hoc projects.

Lead the development and implementation of fraud, waste and abuse (FWA) claim detection strategies.

Support business growth by scaling claims operations in line with projected EB volume expansion.

Oversee vendor management and workflow design for outsourced claims processes.

Provide training to staff, monitor performance, and ensure compliance with internal and regulatory standards.

Produce claims statistics and audit reports to meet the senior management requirements.

Leverage AI technologies to enhance claim processing and reduce manual intervention in the future.

The Person

Degree holder with 10–15 years of relevant experience in medical insurance claims, including 5+ years in managerial roles.

FLMI qualification is an advantage.

Strong knowledge of Employee Benefits insurance and medical claims processes.

Excellent analytical, problem-solving, and communication skills.

Proficient in MS Office (Word, Excel & PowerPoint).

Demonstrated ability to lead teams and manage change effectively.

Proven track record in initiating and implementing technology and process improvements.

Fluent in English and Chinese, both spoken and written.

Candidate with less experience will be considered as Senior Manager.

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.