About FWD Group
FWD Group is a pan-Asian life and health insurance business that serves approximately 30 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 Stock Exchange of Hong Kong Limited under the stock code 1828.
For more information, please visit www.fwd.com
About FWD Life Philippines
FWD Life Insurance Corporation (FWD Life Philippines) launched its commercial operations in September 2014. As of end-2022, FWD Life Philippines ranks 3rd and 6th in terms of Paid-up Capital(1) and New Business Annual Premium Equivalent(2), respectively.
For more information, please visit fwd.com.ph.
1 www.insurance.gov.ph > Statistics > Life > 2022 > Based on Paid-Up Capital
2 www.insurance.gov.ph > Statistics > Life > 2022 > Based on New Business Annual Premium Equivalent
The Director, Operations Business Quality (Ops-BQ) will lead a high-performing team of Business Quality Analysts to drive operational excellence across FWD PH’s life insurance operations. This role is critical in ensuring seamless customer experiences, efficient processes, and strategic alignment with digital transformation and compliance goals.The role requires a deep understanding of the Life Operations processes as a whole, considerate of the customer impulse to achieve our brand vision “to change the way people feel about insurance”.
Strategic Leadership
- Lead the Ops-BQ team in delivering the department’s mission: driving operational excellence through quality assurance, process innovation, and strategic project execution.
- Recommend actionable inputs to support the development and execution of strategies that enhance customer experience, improve operational efficiency, and ensure data integrity and compliance.
Operational Excellence
- Oversee quality assurance and testing of systems and processes prior to deployment.
- Ensure robust post-production monitoring and support to maintain system reliability.
- Lead the documentation of business requirements and the design of efficient scalable processes.
Customer-Centric Process Improvement
- Drive initiatives to improve straight-through processing (STP) and reduce onboarding turnaround time to meet the prescribed Group Office KPIs.
- Enhance after-sales servicing through digital transformation, SLA/TAT improvements, and system enhancements.
- Optimize claims processing through automation, digital tools, and continuous performance monitoring.
Change Management & Training
- Manage change initiatives, ensuring smooth transitions for both systems and people.
- Oversee user training programs to ensure effective adoption of new tools and processes.
Cross-Functional Collaboration
- Partner with internal stakeholders across departments to align on goals, share insights, and drive cohesive improvements.
- Act as a key liaison between various Life Operations business units, IT, Product, and Compliance teams.
Performance Monitoring & Data Quality
- Monitor and report on SLA and TAT performance, ensuring alignment with internal and group-wide KPIs.
- Lead data quality management efforts, proactively resolving issues and implementing preventive measures.
Product Ownership
- Support product ownership responsibilities for mission-critical operational systems by managing change requests, evaluating enhancement opportunities, and providing recommendations based on business impact.
Experience:
- A bachelor’s degree in Business, Operations Management, Engineering, or related field; MBA or equivalent is a plus.
- Lean Six Sigma and/or LOMA certification is an advantage
- Minimum of 10-15 years of experience in operations, quality assurance, or process improvement, preferably in the insurance or financial services industry.
- Proven leadership experience with at least 5 years of people management, leading diverse cross-functional teams and driving strategic initiatives across complex business environments.
- Adept at fostering collaborative cultures, mentoring high-performing individuals, and aligning team goals with organizational vision to achieve measurable outcomes.
- Recognized for implementing innovative solutions, navigating change, and delivering sustained business growth through effective stakeholder engagement and strategic execution.
- Strong understanding of digital transformation, process design, and change management.
Privacy Notice
Your privacy is a priority for FWD. The Company keeps your personal information with us in confidence. To know more about how we process your information, kindly refer to our FWD Recruitment Privacy Notice.
FWD has partnered with Talocity Instasolutions Private Limited (“Talocity”) to manage the initial filtering of candidate’s profiles through video interviews, social profile mapping, and video analytics using artificial intelligence engine that is offered within the Talocity platform. The platform evaluates the candidate on the five well-known dimensions as per OCEAN Personality Model that influence occupational success and help understand workplace behavior. For more information, please refer to Talocity Privacy Policy.
When you apply, FWD will share your name, phone number and email address to Talocity to contact you and conduct the initial screening and profiling process. Shortlisted candidates will then be contacted by FWD for the face-to-face interview.
