Manager, Customer Relationship (Complaint Handling)

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 :

Handle complex complaints and grievances from various channels to maintain high-quality services for both internal and external customers efficiently

Train new and existing staff on effective complaint handling

Oversee daily complaint handling operations to ensure high-quality processing within the Service Level Agreement (“SLA”)

Plan, develop, establish and review customer complaint policies and objectives in alignment with the company objectives

Prepare and analyze reports, recommending responses to customer service issues based on their nature and complexity

Identify business implications and recommend strategies to prevent recurring complaints and issues

Draft and manage customer communications related to incidents

Manage special tasks and projects, including process and system enhancements, aimed at improving overall quality and efficiency while minimizing the risks in Life Operations

Assess user requirements for implementing or changing regulatory requirements

Seek approval from Legal, Risk, Compliance and / or senior management as needed

Collaborate with stakeholders across various business units, including but not limited to Compliance, Risk, Agency, Strategic Partnership, New Business and Underwriting, Life Administration and Claims

Handle ad-hoc tasks as assigned, such as preparing reports and meeting material, and presenting to management

The Person :

Bachelor’s degree in Business, Compliance, Risk management or related disciplines

IIQE papers 1, 2, 3 and 5

At least 8 years of life insurance experience, including a minimum of 3 years in a managerial role, preferably in life operations

Experience in complaint management or customer service is a must

Experience in compliance, operation risk and user requirement preparation is a plus

Strong analytical mindset and problem-solving skills

Customer-focused with a proactive attitude

Strong sense of ownership and adaptability to change

Confident in handling complaints and capable of dealing with senior management independently

Excellent training and development skills, with the ability to prepare and deliver training materials

Proficient in both spoken and written Chinese (including Putonghua) & English

A committed team player and manager, capable of working under pressure and determined to meet the SLA

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.