Assistant Manager, Policy Servicing

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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. For more information, please visit www.fwd.com 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. Visit https://www.fwd.com.my 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

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