Lead of Case Management and Communication

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

Job Purpose

To lead and establish the Case Management and Communication function within underwriting, ensuring efficient end-to-end management of complex and high-value cases. The role is responsible for enhancing service quality  and driving higher case conversion through proactive stakeholder engagement and effective communication, while enabling underwriters to focus on core risk assessment and strengthening overall operational productivity.

To lead and establish the Case Management and Communication function within underwriting, ensuring efficient end-to-end management of complex and high-value cases. The role is responsible for enhancing service quality  and driving higher case conversion through proactive stakeholder engagement and effective communication, while enabling underwriters to focus on core risk assessment and strengthening overall operational productivity.

Key Responsibilities

• Lead and manage complex and high-value cases, setting direction on negotiation strategy and risk-based decisions to maximize conversion while safeguarding portfolio quality.
• -Drive and continuously optimize the case management prioritization to improve underwriting productivity, TAT and efficiency.
• -Strengthen governance frameworks, ensuring underwriting decisions are consistent and aligned with risk management.
• -Collaborate with distribution channels by building relationships, influencing case outcomes, and resolving escalations to support business growth and retention targets.
• -Drive end-to-end customer journey improvements by setting TAT benchmarks, reducing rework and implementing process enhancements to ensure seamless and timely case progression.
• Lead cross-functional alignment with Underwriting Process, Technical Underwriting, Claims, Reinsurer and Distribution to standardize practices, improve decision consistency, and deliver operational excellence initiatives
• Identify and implement continuous improvement initiatives (e.g., process simplification, automation, data-driven insights) to enhance service quality.