Case Manager, Mass Market Underwriting, Life Operations

About FWD Group

FWD Group (1828.HK) is a pan-Asian life and health insurance business that serves approximately 34 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/.

The Job:

• Manage the end‑to‑end lifecycle of Mass Market cases, ensuring all required documents (medical, financial, AML) are complete before submission to Underwriting.

• Perform initial case screening to ensure compliance with company underwriting rules, required documentation standards, and SLA expectations

• Track the progress of each case, proactively follow up on pending requirements, and ensure all cases meet committed turnaround times.

• Prepare and organize case information to support efficient assessment by underwriters.

• Act as the primary contact point for distribution channels (agency, banca, brokers) on case status, pending requirements, and underwriting clarifications.

• Communicate underwriting decisions clearly and professionally, ensuring distributors understand requirements and next steps.

• Help improve submission quality by identifying common documentation gaps and guiding channels on best practices.

• Conduct initial checks to ensure Mass Market cases comply with AML, customer due-diligence, and risk screening requirements, aligned with the process elements in the Underwriting Manager JD (e.g., AML assessment and documentation checks).

• Monitor case trends, recurring issues, and root causes related to case quality or delays.

• Recommend improvements to case workflow, documentation standards, or communication processes across Admin, Underwriting and Distribution.

The Person:

• University degree or equivalent professional qualification.

• Over 8 years of experience in life insurance operations, underwriting support, case management, or customer service.

• Experience in new business processing or underwriting workflow is an advantage.

• Good understanding of insurance new business processes, underwriting requirements, and basic medical/financial documentation.

• Familiar with AML/EDD basic requirements

• Strong attention to detail and accuracy.

• Customer‑focused mindset with ability to manage multiple stakeholders and queries.

• Good communication and interpersonal skills, with ability to explain underwriting requirements clearly.

• Proactive, collaborative, and able to work under pressure to meet deadlines.

We offer 5-day work, 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.