Assistant Manager, Agency Business Quality

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

FWD Vietnam was established in 2016 and is a member of FWD Group.For more information, please visit

PURPOSE:

• To drive a proactive risk culture and enhance risk awareness and control execution at the first line of defence (1LOD).

• To support establishment and enforcement of a robust quality framework across the agency channel to ensure ethical selling, regulatory compliance, operational excellence, and sustainable business growth.

• To ensure a strong stakeholder engagement, disciplined execution, and data-driven insights that improve sales conduct, business quality, customer outcomes, and persistency.

KEY ACCOUNTABILITIES:

• Quality governance and controls: to support establishing and periodically reviewing agency quality policies, SOPs and controls maintaining an effective issue management process including root cause analysis, corrective/preventive actions.

• Monitoring, analytics and reporting: to implement risk management tools covering sales conduct (e.g. dashboards, KRIs, checklist) to conduct deep-dive reviews/analysis on anomalies and emerging risks and report to the agency management for timely awareness and prompt remediation actions.

• Sales quality/conduct: to support conducting sales quality reviews upon management requests (e.g., pre-onboarding checks for new agents), partnering with other stakeholders (e.g., Agency Training) to design targeted interventions (e.g., refreshers, coaching sections) for identified gaps.

• Regulatory and Compliance alignment: closely work with Legal/Compliance/Risk to ensure agency practices comply with all applicable internal policies and external regulations/industry codes track regulatory change translate into practical guidance and training for the field be the contact point for Internal Audit to ensure timely audit finding closure.

• Other tasks as assigned by Line Manager.

QUALIFICATIONS / EXPERIENCE

• BA in business, finance, risk management or related fields, with insurance industry experience is preferred.

• Familiar with three lines of defense model and able to assist the 1LOD to develop procedures, guidelines in business quality control.

• At least 5 years in Insurance/banking in agency distribution operations, quality assurance, compliance, or risk management.

• Hands-on experience in sales quality/conduct monitoring and working with agency leaders and field force to implement quality initiatives.

KNOWLEDGE & TECHNICAL SKILLS

• Fluent 4 skills (speak, write, read, listen) English.

• Excellent in excel, power point presentation, and report preparation skill.

• Strong analytical and problem-solving skills.

• Ability to work under pressure and manage multiple priorities.