Distribution Support Manager

About FWD Group

FWD Group (1828.HK) is a pan-Asian life and health insurance business that serves approximately 40 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

In Singapore, FWD aims to change the way people feel about insurance by leveraging technology to deliver products and services that are relevant, easy to understand and always convenient for our customers. To this end, we have a direct-to-consumer (DTC) platform that allows customers to buy their preferred life and general insurance products directly from our website; as well as a network of preferred Financial Advisory (FA) firms for customers who want to speak with an advisor before committing to an insurance plan. Whatever their preference, we believe insurance should be simple, reliable and convenient.

If you are looking for a career where you can create a real impact and celebrate living, we invite you to join us on our exciting journey.

PURPOSE

This role will be responsible to work closely with the distribution team to ensure smooth downstream processes. This role also aims to maintain governance on the quality of business from FA channel to ensure necessary regulatory requirements.

KEY ACCOUNTAIBILITIES

• Provide distribution support to IFA, High Net Worth Broker and Bermuda Branch channel.
• On and off boarding of distribution partners. Includes preparation of distribution agreement, commission schedule, due diligence of distribution partners. ~ Agent maintenance. Agent code creation and termination. Setup and maintain distributor access rights within agreed Standard Operating Procedure (SOP) including agent code creation, termination, tagging of correct products for distribution and change of servicing adviser request. ~ Ensure accuracy for all relevant regulatory compliance checklist relating to IFAs such as annual due diligence on the IFA on a risk-based approach.
• Commission and distribution related campaign tracking and payment. ~ Generate monthly commission and incentive/campaign tracking report within stipulated timeline. ~ Ensure necessary approvals and clearance are obtained before sending to internal parties for processing. ~ Generate adviser incentive reports and conduct quarterly verification of advisers’ conduct with all partners prior to payment of incentives.
• Manage UAT (User Acceptance Tests) and IT related matters on behalf of Distribution team. ~ Support BDMs on raising request of IT issues (raising of incident IT tickets). ~ Represent the department in regular IT defects meeting and work with IT to propose solutions to rectify these defects. ~ Perform distribution related UAT for product launches, enhancement and ad-hoc projects. (eg: customer portal, eIRIS). ~ Identify areas of testing for product launches and change requests including provision of inputs for test script-writing and inclusion of scenarios for testing to minimise potential risk outcomes.
• Lead in post internal audit controls, such as creation, deletion and maintenance of SOPs and spearhead the implementation of new processes.
• Key contact person to liaise and manage queries from partner firm administrators.
• Identify gaps and champion improvements in the SOP so that FWD can provide superior service to customers and advisors compared to other insurers to maximise sales performance of the distribution team.
• Ensure all necessary distribution operations matters are performed by maintaining constant communication within the distribution team and external parties which includes FA partners.
• Provide necessary feedback, improvements and resolutions, when required, and raise to the appropriate subject matter experts.
• Support distribution team for ad hoc engagement events and client seminars.

QUALIFICATIONS / EXPERIENCE

• Bachelor Degree in any discipline
• Minimum 6 to 8 years of relevant experience
• Good understanding of life insurance operations in FA/ Insurance Broker environment

KNOWLEDGE, SKILLS & ABILITY

• Good understanding of life insurance operations in IFA, Bancassurance or tied-agency environment
• Strong understanding of insurance operations across different functions within the organisation
• Good track record of strong admin experience with high level of accuracy and self-starter
• Attentive to details
• Strong interpersonal skills
• Strong initiative skills