Senior Manager (Customer Transformation & Change Management), Life Operations

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

For more information about FWD Hong Kong, please visit www.fwd.com.hk/

Job Summary

The Senior Manager, Customer Transformation & Change Management is responsible for leading business analysis, UAT governance, change delivery, knowledge management to drive continuous improvement across Life Operations customer and agency digital platforms. The role ensures changes are prioritized and delivered effectively, with strong operational control, testing quality, knowledge accuracy and measurable uplift in platform usage, service quality and operational efficiency.

The Job

1. Lead Business Analysis & Change Delivery

• Lead a BA team supporting business and technical changes required on Servicing and Enquiry Digital Tools for distribution and customer.
• Oversee requirements gathering, process analysis, impact assessment, solution validation, acceptance criteria and implementation readiness.
• Ensure requirements are clearly documented, traceable and aligned with business priorities, regulatory needs, customer experience and operational controls.
• Monitor delivery progress, dependencies, decisions, and escalations to support timely implementation.
• Establish consistent BA practices, documentation standards and governance across the team.

2. Backlog management & KPI reporting

• Monitor KPIs, usage, adoption, and service indicators for customer and agency tools.
• Analyze platform data, user feedback and incident trends to identify improvement opportunities.
• Drive improvement initiatives that enhance operational efficiency, service quality, platform stability, and user experience.
• Own and manage the backlog for multiple initiatives, including regulatory changes, new product changes, Voice of Distribution and Customer improvements, operational enhancements, and production problem fixes.
• Facilitate prioritization with Life Operations business units, IT, Digital and other stakeholders based on urgency, capacity, business value, risk and customer impact.
• Prepare regular management reporting on platform performance, delivery outcomes and improvement progress.

3. Testing Governance and management

• Work closely with the offshore UAT team to enhance testing quality, efficiency and consistency across releases and projects.
• Define testing approach, regression scope, health check strategy, defect management practice and test evidence requirements.
• Oversee UAT resource planning, utilization, productivity, and cost monitoring.
• Drive continuous improvement in testing standards, knowledge retention, and defect prevention.

 4. Change management and business continuity

• Coordinate across Life Operations business units to ensure on-system and off-system IT or technical initiatives are implemented with minimal business disruption.
• Ensure appropriate regression testing, operational readiness checks, communication, contingency planning and post-implementation health checks are in place.
• Assess potential business impact and work with stakeholders to mitigate implementation risks.
• Support stable transition from project delivery to BAU operations.
• Identify recurring incidents, operational pain points, and process inefficiencies affecting customer, agency and internal users.
• Lead root cause analysis with IT, Operations, and relevant parties to define sustainable solutions and preventive actions.
• Track action closure, benefit realization, and effectiveness of implemented solutions.

5. Lead Knowledge Management & Chatbot Enablement

• Lead the Knowledge Management BA function to maintain accurate and up-to-date knowledge for agents, customers, Business Analysts and Testers. 
• Establish governance for knowledge ownership, review cadence, content quality and change-triggered updates.
• Ensure chatbot responses and knowledge search outputs are supported by current, consistent and approved information.

The Person

• Bachelor's degree in business administration, Information Systems, Insurance, Technology or related discipline.
• Minimum 10 years of experience in life insurance operations, business analysis, change management, digital transformation, UAT governance or operational improvement.
• Solid knowledge of life insurance operations and customer or agency servicing processes.
• Proven experience leading BA teams, testing functions, offshore delivery resources or cross-functional transformation initiatives.
• Strong understanding of SDLC, business requirements management, UAT, regression testing and implementation governance.
• Experience with customer portals, agency tools, knowledge management, chatbot or AI-enabled servicing solutions is an advantage.
• Excellent stakeholder engagement and change communication skills, with the ability to translate system or process changes into clear messages for distribution channels and operations users.
• Ability to prioritize competing demands, manage risks and drive decisions in a complex operating environment.

We offer 20-22 days annual leaves, excellent learning & development opportunities and an attractive package to the right candidate.

Information collected will be treated in strict confidence and used solely for recruitment purpose. The company will retain all applications no longer than 24 months of which will be destroyed thereafter. When there are vacancies in any of our subsidiaries, holding companies, associated or affiliated companies of, or companies controlled by, or under common control with the Company during that period, we may transfer your application to them for consideration of employment. We are an equal opportunity employer. We do not discriminate on the basis of race, gender, disability or family status in employment process.