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
For more information about FWD Hong Kong, please visit www.fwd.com.hk/.
Overview
As the Senior Manager of Operation Risk (Incident Management), you will lead the governance and execution of incident management processes across Life Operations (“LO”). You will be responsible for overseeing incident reporting, root cause analysis, remediation tracking, and escalation protocols as per Incident and Issue Management Policy and Incident Reporting Procedure of the Company. This role is critical to maintaining operational resilience, regulatory compliance, and a strong risk culture within the 1.5 lines of defense.
The Job
1. Incident Governance & Oversight
Be accountable for all the LO incident reporting, formulation and completion of the relevant management action plan
Manage and coordinate to resolve the incident/issues related to LO by participating the end-to-end incident management process, including intake, classification, investigation, and resolution.
Ensure timely and accurate reporting of incidents to Risk Management and/or Compliance
Collaborate with Risk Management to validate incident impact ratings and ensure appropriate escalation
2. Root Cause Analysis & Remediation
Oversee root cause analysis and ensure remediation actions are properly defined, implemented, and tracked
Coordinate with relevant stakeholders to ensure corrective actions address control gaps and prevent recurrence
Monitor remediation timelines and ensure closure of incidents within agreed timelines
3. Data Integrity & Reporting
Oversee the preparation of incident dashboards and management information (“MI”) reports
Ensure data accuracy and completeness in incident logs and reporting systems
Provide insights and trend analysis to senior leadership for continuous improvement
4. Stakeholder Engagement & Training
Act as the key liaison among Life Operations, Compliance, Risk and other related departments on incident-related matters
Conduct training and awareness sessions to promote a proactive incident reporting culture in LO
Support internal and external audits by providing documentation and evidence of incident handling
The Person
Degree holder in Business Administration, Operations, Risk Management, or related disciplines
Minimum 8 - 10 years of experience in life insurance operations, compliance, risk management, or consulting
Strong understanding of incident management frameworks, governance structures, and regulatory requirements
Experience in root cause analysis, remediation planning, and cross-functional coordination
Able to work independently and lead cross-functional initiatives
Strong ownership and accountability
Proactive and analytical mindset with strong problem-solving skills
Excellent communication, presentation and stakeholder management skills.
Fluent in both written and spoken English and Chinese
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, sex, disability or family status in employment process.
