Senior Manager, Operation Risk (Incident 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

For more information about FWD Hong Kong, please visit.

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.