Assistant Manager, Policy Servicing

About FWD Group

FWD Group (1828.HK) is a pan-Asian life and health insurance business that serves more than 38 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.

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About FWD Takaful Berhad

FWD Takaful Berhad (FWD Takaful) is a takaful provider in Malaysia that offers family takaful services. FWD Takaful is licensed under the Islamic Financial Services Act 2013 and is regulated by Bank Negara Malaysia. FWD Takaful is a takaful business unit of FWD Group.

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Join us

We're proud to be a company that encourages and nurtures fearless innovation in achieving our vision of changing the way people feel about takaful. Our teams come from a wide variety of industries and backgrounds because we value developing a truly diverse pool of talent that brings different perspectives and experiences. Our values - committed, innovative, proactive, open, and caring - define who we are and what we do as we work together to bring our vision to life, every single day.

KEY ACCOUNTABILITIES

• Managing day-to-day policy/ certificate servicing operations input & outputs activities deliverables to meet within the agreed process SLA and turnaround time.
• Approver and Authoriser for the policy/ certificate transactions accordance to the authority limit.
• Effective resource planning for processing activities, adhoc requests, projects, UAT support and others business requirements.
• Makes recommendations on how to improve the effectiveness, efficiency and delivery of services through the use of technology and technical methods and methodologies
• To timely review any processing errors and analyze the operational impact and control measures (Preventive, Detective & Reactive) and escalate to management
• Recognizes opportunities for business change, communicates them persuasively to appropriate stakeholders
• Provides deep specialist consultancy, guidance and support in their specific specialism, e.g. type of transactions and the business rules
• Identify change management opportunities and options
• Develop and implement innovative solutions to optimize processes
• Provide analytical support and direction for the team, and mentor business users
• Serve as subject matter expert and direct the planning, design, and modification of individual project production
• Interact and collaborate with change management team to ensure accurate execution of change request
• Create test script, test scenario plan and test plan for UAT testing to obtain desired results
• Ensures IT requirements are met, and service quality maintained when introducing new services
• Leads technical consultancy assignments which involve specialists from various disciplines, and takes responsibility for the quality, timely delivery and appropriateness of the team's recommendations
• Assists others in resolving complex technical problems and investigating the root cause of problems and recommends smart (specific, measurable, achievable, realistic, timely) solutions
• Prepare system user manuals following new system launch for end users as reference

QUALIFICATIONS / EXPERIENCE

• Bachelor's egree or equivalent, in Insurance / takaful field
• At least 3-5 years working experience with 3 years in technical analyst related functions
• Worked in a financial institution, insurance / takaful related field, is preferred
• Good understanding / knowledge of Insurance / takaful
• Good understanding in research methodology and analytics

KNOWLEDGE & TECHNICAL SKILLS

• Demonstrable experience in handling projects and systems
• Excellent English and Bahasa Malaysia communication skills

General skills

• Strategic planning and implementation, team leadership, and process optimization.
• Good communication skills, written and verbal
• Strong leadership and team management skills, able to motivate and develop high performing team
• Strong analytical and problem-solving skills, use data-driven approach to decision-making
• Strong customer experience excellence mindset