Omni Channel Business Quality Associate

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

Job Purpose

Bridge business needs with technical solutions, ensuring quality and performance. Define requirements, develop and execute test plans, and collaborate with cross-functional teams to ensure solutions meet Omne and organizational goals. Drive continuous improvement and deliver exceptional business value through keen attention to detail and strong analytical skills.

Key Responsibilities

• Define requirements for the Group Office and Thailand team to ensure business needs are clearly documented and understood, focusing on business process improvements and alignment for Omne application.
• Analyze business processes to identify areas for improvement and implement effective solutions, particularly in workflow optimization and efficiency.
• Collaborate with cross-functional teams to align solutions with organizational goals and drive successful project delivery, covering project management and stakeholder communication.
• Develop and execute test plans to verify that solutions meet quality standards and business objectives, emphasizing system functionality and user acceptance.
• Monitor and measure performance to ensure continuous improvement and maintain high standards of quality and performance, focusing on VoC and NPS metrics.
• Communicate effectively with stakeholders from the Group Office and Thailand team to ensure clear understanding and alignment throughout the project lifecycle, including regular refinement sessions.