Director, Product Management

About FWD Group

FWD Group is a pan-Asian life and health insurance business that serves approximately 30 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 Stock Exchange of Hong Kong Limited under the stock code 1828.

For more information, please visit www.fwd.com

PURPOSE

• Lead, own the design and delivery of the insurance product strategic roadmap for Omne by FWD to provide market leading customer experiences, driving activation of key insurance services for large-scale, successful transformation across FWD markets and the creation of customer and business value to achieve sustainable business growth.
• Lead and own the prioritisation, enhancement and execution of existing product roadmap and plan for new features and services for each market to expand and enrich the customer value propositions that will generate revenue, increase customer engagement, customer sentiment and improve operational efficiency and ensure adequate planning and allocation of resources to meet and achieve the business objectives.
• Lead, manage, coach and collaborate with Group and Market teams to align the strategic roadmap for insurance activation, playing an active leadership role to drive adoption of new innovative experiences which drive customer value outcomes and promote new ways of working to enable a culture of continuous improvement through a holistic customer centric approach.

KEY ACCOUNTAIBILITIES

• Lead and develop a high performing team which includes Insurance Product Owners to deliver market leading insurance features and services across servicing and claim journeys to enable strategic primary and secondary KPI's (customer engagement, customer sentiment, STP) for insurance activation and revenue growth in line with business plans, targets and budgets.

• Design and develop a viable value proposition for insurance features and services in Omne to enable and increase insurance activation in markets that integrates with and enhances the overall value proposition of Omne with the ultimate objective of improving user stickiness, customer engagement and customer retention.
• Design, develop and articulate the insurance product strategy and plan for all markets with full alignment with a clear pathway to close capability gaps and translate un-met customer needs into executable strategies to deliver greater customer value and drive revenue generation leading to sustainable business growth.
• Lead the prioritisation of current and future plans with each market and expand, enrich to optimise the outcomes and plan for future strategic alignment and direction.
• Lead, manage, coach, collaborate and guide Group and Market teams to adopt new innovative experiences by delivering new ways of working and a seamless and effective customer experience through a customer centric approach, defining key strategic problems and identify practical solutions to resolve these constructively.
• Collaborate with high-performing functional teams from multiple domain expertise area across Digital, Customer Experience, Operations, Product, Technology and related functions to integrate diverse needs and perspectives to develop fresh ideas and solutions to ensure our customers are in the center of the journey design, and their best interests are fully considered and incorporated.
• Design, develop and continuously evolve the Insurance Product Playbook for the Group to create a common language, set of best practices and cross functional capabilities to facilitate and increase speed to market and the delivery of business value through a more rapid, risk reduced approach to change.
• Proactively manage the delivery of new customer value propositions against expected benefits and business outcomes. Create and keep the momentum through simplifying the long-term strategic outcomes to continuous deliveries of incremental value to the markets.
• Accountable to ensure the cost per insurance feature is managed and maintained within financial assumptions and budget plans.
• Lead the comprehensive and effective overall management of the Insurance Product Backlog for all markets (serves as the central repository for all market requests, enhancements, new creations, fixes, etc.) ensuring each Product Owner maintains their respective areas of responsibility for transparency, quality, control and alignment.
• Continuously monitor, measure and report on insurance activation through monthly active user / insurance user data to track feature performance.
• Collaborate and drive buy-in and adoption of Omne with markets as the platform of choice for insurance servicing and claims management demonstrating and communicating clearly on product goals which deliver customer and business value connected to the achievement of strategic KPIs.
• Serve as a leader to facilitate cross-functional/market program team members and make timely strategic and tactical decisions on new customer value propositions for insurance activation in each market to address sticking points that would impede program delivery.
• Partner and collaborate with non-insurance product management teams to create a vital synergy between Insurance and non-Insurance areas within the App to enable an inter-connected experience for Omne customers to drive holistic engagement and Omne user stickiness.
• Provide valued thought leadership and insight on how to seize market opportunity and be successful in solution delivery that fosters a common language, set of best practices and cross functional capabilities to deliver results.
• Foster a culture of learning, sharing, commitment, collaboration and continuous improvement and delivery of customer value aligned with FWDs overall brand Vision and Strategy.

QUALIFICATIONS / EXPERIENCE

• Bachelor’s or master’s degree in business or related
• Minimum 15+ years’ experience in Insurance industry working in multi-national environments and at regional or global leadership capacity.
• At least 10+ years’ experience in a senior management regional or global role in Mobile based solutions
• Proven experience in leading, developing and managing people/teams and driving transformative change.

KNOWLEDGE & TECHNICAL SKILLS

• Broad and comprehensive knowledge of customer expectations in financial services.
• Strong understanding of customer-first and CX principles and application of these to drive exceptional customer experience outcomes.
• Proven experience in demonstrating how product/solution can solve customer and business problems and create sustainable value.
• Detailed knowledge and experience in Agile methodologies, processes, principles and ways of working to deliver iterative value to customers consistent with market trends.
• Excellent verbal and non-verbal communication skills with strong ability to articulate a clear and concise message / story.
• Experience working in a dynamic and evolving business environment with demonstrated ability to transform and drive business and mindset change for a large set up across different cultures.
• Proven experience in leading, influencing, motivating and guiding markets to formulate management strategies aligned to strategic outcomes and company vision and monitoring of these.
• Strong collaborator and ability to influence diverse groups of senior executives that have expertise in different domains and at times conflicting agendas.
• Demonstrated proficiency to work and adapt in a changing environment to recognise priority issues, escalating and resolving quickly where relevant.
• Strong analytical, strategic and critical thinking skills.
• Detailed knowledge and understanding of regional insurance regulations, standards and protocols.
• Strong relationship and stakeholder management skills and ability to motivate and earn trust across senior and functional leadership in Group and across markets.