About FWD Group

FWD Group (1828.HK) is a pan-Asian life and health insurance business that serves approximately 40 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 www.fwd.com

For more information about FWD Hong Kong, please visit www.fwd.com.hk/

The Job

• Oversee end-to-end processing of new business sales, premium financing documentation, and after-sales policy services, with a strong focus on case management efficiency.

• Manage and resolve application and policy-related enquiries from business partners promptly and accurately, demonstrating robust case management capabilities.

• Deliver case management services, including tracking, follow-up, and closure of pending cases with business partners and internal teams.

• Generate, analyze, and present pending case reports for management review and decision-making, leveraging case management insights.

• Identify and implement process improvements to enhance daily operations and service quality, particularly in case handling workflows.

• Provide effective and efficient support to ensure smooth operations within Strategic Partnerships, emphasizing case management excellence.

• Participate in ad hoc projects and initiatives as assigned by the section head, contributing case management expertise where applicable.

The Person

• Degree holder or equivalent qualification.

• Minimum 3–5 years of experience in life insurance operations, preferably in case management, middle-office operations, sales support, customer service, or policy servicing.

• Demonstrated experience in case handling and management, with a solid understanding of related workflows and processes.

• Strong business acumen and customer-focused mindset.

• Experience with underwriting authority is an advantage.

• Strong team player with flexibility to work overtime when required.

• Effective communication, stakeholder management, and problem-solving skills.

• Proficient in MS Office applications (Excel, Word, PowerPoint).

• Excellent command of written and spoken English; Putonghua is an advantage.

• Candidate with less experience will be considered for the Senior Officer position.

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.