Manager, Complaint Handling

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.

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

PURPOSE

The Complaint Handling Manager is responsible for managing all complaint-related activities to ensure all customer complaints are addressed promptly, fairly and in full compliance with FWD's service standards and regulatory requirements. The role is responsible for elevating FWD VN's customer trust by turning complaints into insights for continuous improvement.

KEY ACCOUNTABILITIES

1.Handle customer complaints
. Master the customer complaint lifecycle - from case intake to final resolution - across all channels.
. Coordinate with relevant departments to ensure acknowledgement, investigation and resolution are completed within required TATs, meeting at least 98% compliance with internal SLAs and regulations.
. Handling customer response verbally and in writing accuracy, tone and alignment with FWD's brand voice.
. Manage escalation and high-risk complaints, providing clear recommendations to management.

2.Supervise a junior member in investigation skills, complaint documentation and customer communication to deliver quality, empathy-driven and compliant resolutions.

3.Prepare and present monthly complaint insights, highlighting recurring issues and service gaps.
. Support preparation of reports for regulators, Group Office and internal governance committees.

4.Other ad-hoc tasks as assigned.

QUALIFICATIONS/EXPERIENCE

-University graduate, preferably social science, or business law

-Experience: at least 3-4 years working experience in handling customer complaint in life insurance industry.

-Strong analytical, communication and stakeholder management skills.

KNOWLEDGE & TECHNICAL SKILLS

-Customer-centric with empathy and professionalism.

-Strong analytical thinking and problem-solving ability.

-High integrity, attention to detail and governance mindset.

-Effective communicator (verbal and writing) and cross-functional collaborator.

-Calm, resilient and able to manage sensitive cases with discretion.