Jobs at FWD Insurance

Handle inbound and outbound customer queries across email, chat, voice and social media; meet KPIs (AHT, service level, productivity); resolve minor complaints end-to-end; proactively coordinate aftersales requests with cross-functional teams; act as subject-matter expert for products/processes, guide frontline staff, ensure consistent decisions, documentation, audit readiness, and elevate team capability.

Manage end-to-end bancassurance incentive, rewards, events and communications programs. Design and implement sales promotions, coordinate stakeholders, oversee rewards fulfillment, manage budgets and approvals, prepare reports, and support rollout of new incentive models to drive sales and engagement.

Produce and analyze IFRS17 Contractual Service Margin (NB and non-NB), run Prophet and reconcile model outputs, prepare inputs for quarterly IFRS17 reporting, communicate results to senior management, support UAT and projects, and mentor junior team members.

Respond to customer inquiries via email, live chat and social media; process simple transactions and policy change requests using OWB; coordinate investigations and escalations to operations or feedback teams; maintain case records and support email-related reporting while meeting productivity and timeliness targets.

This role involves analyzing business needs, developing technical solutions, managing documentation, quality assurance testing, and ensuring timely delivery of projects.