Talent.com
This job offer is not available in your country.
Senior Director, Head of Operation Risk & Customer Relationship

Senior Director, Head of Operation Risk & Customer Relationship

FWD Life Insurance CorporationMillennium City, Hong Kong
22 days ago
Job description

About FWD Group

FWD Group (1828.HK) is a pan-Asian life and health insurance business that serves approximately 34 million customers across 10 markets, including BRI Life in Indonesia. FWD’s customer-led and tech-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. FWD Group is listed on the main board of the Hong Kong Stock Exchange under the stock code 1828.

For more information, please visit

For more information about FWD Hong Kong, please visit .

Overview

As the Head of Operation Risk & Head of Customer Relationship, you will lead two strategic functions within Life Operations (“LO”) : Operation Risk and Customer Relationship. You will be responsible for implementing and sustaining the 1.5 lines of defense model, overseeing AML and regulatory controls, and managing the Customer Relationship Team to ensure timely and effective handling of all customer complaints. This role is critical to maintaining operational resilience, regulatory compliance, and a customer-centric culture across LO.

The Job

1. Operation Risk Team Leadership

  • Implement and maintain the 1.5 lines of defense model across LO, ensuring clear roles and responsibilities between 1st and 2nd line functions
  • Oversee AML controls and processes, including development and maintenance of procedure manuals and SOPs in accordance with regulatory, group, and local compliance requirements
  • Manage non-AML regulatory controls including but not limited to FATCA, CRS, fraud, and Insurance Authority, Monetary Authority of Macao (“AMCM”) and Bermuda Monetary Authority (“BMA”) guidelines
  • Lead enterprise-wide risk assessments (“EWRA”), fraud risk assessments, and thematic reviews in LO
  • Coordinate and validate responses to regulatory enquiries, inspections, and external audits
  • Ensure timely remediation of issues identified in Compliance reviews, internal audits, etc.
  • Manage regulatory-related incidents and ensure effective resolution and documentation
  • Promote a sound risk and compliance culture across LO through structured training, refreshers, and awareness programs

2. Quality Assurance (“QA”)

  • Lead a sub-team to oversee the design and execution of QA programs across LO to assess control effectiveness and operational consistency
  • Conduct regular quality assurance checks on AML controls, regulatory processes, and customer complaint handling
  • Use data analytics to support thematic reviews and identify areas for control enhancement
  • Ensure QA findings are documented, escalated, and remediated in a timely manner
  • Support the Chief Operations Officer in preparing QA-related reports for governance committees

    • 3. Data Governance & Analytics

  • Lead a sub-team for LO data extraction, dashboard development, and analytics to support risk monitoring and decision-making
  • Define and maintain critical data elements (“CDEs”) and ensure alignment with enterprise data governance frameworks
  • Drive initiatives to improve data quality, accuracy, and completeness across LO systems
  • Prepare risk and compliance reports for senior management and governance committees
  • Ensure system design supports data integrity, monitoring capabilities, and compliance reporting

    • The Person

  • Degree holder in Business, and / or related disciplines
  • 10+ years’ experience in life insurance operations.
  • Possess knowledge related to regulatory requirements and risk mitigations, such as :

    • Anti-Money Laundering and Counter-Terrorist Financing (AML CTF) of Hong Kong, Bermuda and Macau,

    Foreign Account Tax Compliance Act (FATCA),

    Common Reporting Standard (CRS),

    Guidelines (GL) from HKIA and AMCM,

    Data Privacy and Data Protection Principles (DPP),

    3 Lines of Defence (3LoD),

    Risk Control Self Assessment (RCSA).

  • Analytical mindset and problem-solving skills
  • Good command of both spoken and written and English and Chinese, and a proficient presenter
  • Self-initiation and the drive to implement changes
  • Confidence in managing business stakeholders independently, including senior stakeholders and C-suites
  • Commitment in team work and ability to work under pressure

    • Weoffer 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, sex, disability or family status in employment process.

    Create a job alert for this search

    Senior Director Head • Millennium City, Hong Kong