Executive, Branch Operations

About FWD Group

FWD Group (1828.HK) is a pan-Asian life and health insurance business that serves over 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 Hong Kong Stock Exchange under the stock code 1828. For more information, please visit www.fwd.com

About FWD Takaful Berhad

FWD Takaful Berhad (“FWD Takaful”) is a takaful provider in Malaysia that offers family takaful services. FWD Takaful is licensed under the Islamic Financial Services Act 2013 and is regulated by Bank Negara Malaysia. FWD Takaful is a takaful business unit of FWD Group.

Visit https://www.fwd.com.my

Join us

We’re proud to be a company that encourages and nurtures fearless innovation in achieving our vision of changing the way people feel about takaful. Our teams come from a wide variety of industries and backgrounds because we value developing a truly diverse pool of talent that brings different perspectives and experiences. Our values – committed, innovative, proactive, open, and caring – define who we are and what we do as we work together to bring our vision to life, every single day.

Job Summary

The Executive, Branch Operations will be responsible for overseeing and optimizing the daily operational activities of our branch office, ensuring efficient service delivery, compliance with company policies, and support for sales initiatives within FWD

Job Responsibilities

* Manage and supervise all aspects of branch operations, including customer service, policy administration, claims processing support, and general administrative functions.
* Ensure adherence to all regulatory requirements, internal policies, and procedures.
* Oversee and manage the branch operational budget, including expense control and resource allocation.
* Develop and implement operational strategies to enhance efficiency, productivity, and customer satisfaction.
* Lead, mentor, and develop a team of operational staff, fostering a positive and high-performance work environment.
* Collaborate closely with sales teams to support business growth and ensure seamless customer experience.
* Handle complex customer inquiries and complaints, ensuring timely and effective resolution.
* Prepare and present regular operational reports to senior management.
* Identify and implement process improvements and technological solutions to streamline operations.
* Conduct regular audits and reviews of branch operations to maintain high standards of quality and compliance.

Job Qualifications**

* Bachelor's degree in Business Administration, Finance, or a related field.
* Minimum of 5 years of experience in operations management within the insurance or financial services industry, with at least 2 years in a supervisory role.
* Proven track record of managing and improving operational efficiency.
* Strong understanding of life insurance products, policy administration, and claims processes.
* Excellent leadership, team management, and interpersonal skills.
* Demonstrated ability to work effectively under pressure and meet deadlines.
* Strong analytical and problem-solving abilities.
* Proficiency in Microsoft Office Suite and relevant operational software.
* Exceptional communication skills, both written and verbal.
* Knowledge of Bermudian regulatory requirements for the insurance sector is an advantage.