Manager (Claims & Pre-Approval), Life Operations

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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 For more information about FWD Hong Kong, please visit www.fwd.com.hk/ . The Job Handle claims operational impact assessments for medical network initiatives (e.g., cashless / pre-authorisation / direct billing), documenting key risks, control requirements, and readiness actions Monitor, analyse, and report provider performance from a claims perspective (e.g., turnaround time, documentation quality, billing patterns, utilisation trends, dispute drivers), and produce regular dashboards with actionable insights Own and manage claims-related provider operational issues and escalations, including billing disputes and service complaints; coordinate root-cause analysis and corrective actions with internal stakeholders and providers Partner with Health/Medical teams, Operations, and IT to ensure end-to-end claims process readiness for new or enhanced network services (SOPs, training, system changes, governance checkpoints) Maintain governance routines and records (issue logs, escalation trackers, action plans, management updates) to ensure clarity, accountability, and audit trail completeness Support quality assurance activities, audits, and regulatory requests relating to provider/network-linked claims matters; ensure timely and accurate responses with complete documentation Ensure claims assessment independence and decision authority remain within Claims in accordance with delegated authorities The Person 7 years of experience above in medical claims, medical operations, provider management/operations, or related roles within insurance or healthcare Strong understanding of medical claims assessment, cashless / pre-authorisation workflows, and provider billing practices; able to identify recurring risk patterns and control gaps Proven stakeholder management skills; able to coordinate cross-functionally and drive issue resolution without diluting claims authority Objective, control-minded, and audit-conscious with strong attention to detail and professionalism Strong written and spoken English communication skills; Chinese reading and writing required Proficient in MS Office (Excel, Word, PowerPoint) 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, sex, disability or family status in employment process.

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