Senior Operations Strategist

3 days ago


Hong Kong, Central and Western District, Hong Kong SAR China FWD Insurance Full time

About FWD Group

FWD Group is a pan-Asian life and health insurance business with more than 12 million customers across 10 markets, including some of the fastest-growing insurance markets in the world. The company was established in 2013 and is focused on changing the way people feel about insurance.

The Head of Customer Operations will be responsible for leading, owning, and formulating the strategy and roadmap for operations management and strategy, including underwriting and claims aligned to FWD vision.

Key responsibilities include shaping, directing, and articulating the strategy, vision, and plan for market-leading underwriting and claims enhancement using data-driven insights and customer pain points.

  • Develop and implement strategies to improve customer experience and business efficiency outcomes.
  • Lead and manage a team of high-performing individuals who are viewed as subject matter experts in underwriting and claims.
  • Cultivate a culture of learning, sharing, commitment, collaboration, and continuous improvement aligned with FWD's overall brand Vision and Strategy.


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