Avp, Head Of Customer Engagement, Customer Experience And Customer Relationship, Life Operations

FWD Life Insurance Group

Hong Kong, Hong Kong
Base: not specified; bonus/equity: not specified; ...
Customer engagement leadership
Complaint handling and regulatory management
Customer-centric service delivery
FWD Group is a pan-Asian life and health insurance business aiming to deliver innovative propositions and a simpler insurance experience

Job Summary

  • FWD Group is a pan-Asian life and health insurance business aiming to deliver innovative propositions and a simpler insurance experience.
  • The role provides overall leadership and strategic direction to customer engagement teams across multiple companies and business lines, ensuring high service standards and regulatory compliance.
  • The company offers a 5-day work week, 20-22 days annual leave, excellent learning and development opportunities, and an attractive package.

Matching Summary

FWD Group is a pan-Asian life and health insurance business aiming to deliver innovative propositions and a simpler insurance experience.

Salary

Base: Not specified; Bonus/Equity: Not specified; Benefits: 5-day work, 20-22 days annual leave, learning & development opportunities

Skills & Requirements

Must-have

  • Customer engagement leadership
  • Complaint handling and regulatory management
  • Customer-centric service delivery
  • Service excellence and operational improvements
  • AML policy and EDD assessment capability
  • Data-driven customer experience enhancement

Nice-to-have

  • Strong analytical mindset
  • Empathy in managing difficult customer situations
  • Experience engaging with senior stakeholders
  • Customer-first culture driving
  • Multi-disciplinary team leadership

Key Requirements

  • Degree in Business Administration or related discipline
  • Minimum 15 years relevant experience in insurance or financial services
  • Proven track record leading large multi-disciplinary teams
  • Strong experience managing regulatory complaints and engaging regulators
  • In-depth knowledge of life insurance products and regulatory requirements
  • Knowledge of AML regulations and EDD assessment

Work Rights

Not specified

Tailored Resume

Cover Letter