Head of Policy Servicing and Premium Management

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

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

Job Purpose:

The Head, Policy Servicing and Premium Management is accountable for the end-to-end execution and performance of all post-issuance operations, including Policy Owner Servicing & Conservation, and Premium Management.

The role ensures accurate, timely, compliant, and well-governed servicing outcomes across the policy lifecycle, while balancing customer outcomes, financial discipline, fraud risk, and regulatory requirements.
Success in this role is defined by servicing accuracy, payment timeliness, persistency outcomes, risk and fraud controls, and audit closure, while maintaining operational stability and supporting approved digital and process improvement initiatives.

Key Responsibilities:

1.Policy Administration

• Own end-to-end performance of policy administration and billing & collections
• Ensure consistent delivery against TATs, service commitments, and payment accuracy
• Drive persistency and conservation outcomes through disciplined servicing, customer engagement, and root cause analysis
• Ensure stable daily operations with minimal leakage, rework, or customer detriment

2. Premium Management Governance, Risk & Fraud Management

• Ensure timely, fair, and compliant premium assessment/management in line with policy provisions and regulations
• Maintain strong premium management risk controls, including fraud detection, escalation frameworks, and quality checks
• Ensure premium management decisions are defensible, well-documented, and consistently applied

3. Governance, Compliance & Controls

• Establish and maintain robust SOPs, controls, and documentation standards across post-issue operations
• Ensure compliance with regulatory requirements, internal policies, and data governance standards
• Own closure of audit issues, control weaknesses, and operational risk findings within remit
• Ensure data integrity, MI accuracy, and disciplined reporting to senior management

4. Operational Excellence and Continuous Improvement

• Identify opportunities to simplify, standardize, and automate post-issue servicing and premium management processes
• Partner with - IT on system stability and approved enhancements, T&O Strategy, Governance & Performance on prioritized transformation initiatives and Quality Assurance on remediation of quality gaps
• Use performance data and root-cause analysis to reduce errors, leakage, and cycle time
• Support, but does not own, enterprise transformation governance or portfolio prioritization

5. People Leadership & Capability Building

• Lead, coach, and develop managers across policy administration and premium management teams
• Strengthen technical capability in servicing accuracy, and regulatory compliance
• Build a high-performance, customer-focused, and risk-aware culture
• Drive capability building, succession planning, and engagement

Education & Certification:

Bachelor’s degree in business management, Management Engineering or equivalent; advanced degree preferred

Experience:

• Insurance operations, with deep exposure to policy servicing
• Proven experience leading multi-function post-issue operations in a regulated environment
• Strong track record in policy administration, premium management, audit engagement, and risk management
• Demonstrated ability to balance customer outcomes, cost, and risk at scale

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.