Teams at FWD Insurance

Lead and coach a 24/7 contact centre team across hotline, chat, email and social media to meet SLAs, QA, FCR, schedule adherence and productivity targets; manage escalations, employee engagement, workforce forecasting, scheduling, real-time performance adjustments, and operational reporting (VOC, interaction reports).

Lead digital product platforms, manage multiple projects, ensure successful product delivery, engage with stakeholders, and coach Agile practices.

The Sr. Systems Developer I develops and implements business systems, performs systems analysis, technical design and COBOL development, and ensures the delivery of aligned solutions. Responsibilities include testing, maintenance support, and collaboration with technical resources.