Agency Support Head

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 www.fwd.com

About FWD Life Philippines

FWD Life Insurance Corporation (FWD Life Philippines) launched its commercial operations in September 2014. As of end-2022, FWD Life Philippines ranks 3rd and 6th in terms of Paid-up Capital(1) and New Business Annual Premium Equivalent(2), respectively.

For more information, please visit fwd.com.ph.

1 www.insurance.gov.ph > Statistics > Life > 2022 > Based on Paid-Up Capital

2 www.insurance.gov.ph > Statistics > Life > 2022 > Based on New Business Annual Premium Equivalent

The Agency Support Head is responsible for leading the agency support function to ensure effective operations, services, processes, and tools are provided to agency leaders and agents. This role oversees the design and implementation of support programs and administrative services that enable the agency force to achieve sales and business targets.

Strategic & Operational Leadership

• Develop and implement strategies to strengthen agency support functions in alignment with company business goals.
• Ensure efficient operations, processes, and systems to support the agency force.
• Monitor and evaluate agency support effectiveness and continuously improve service delivery.

Agency Care & General Support Services

• Oversee the regular updating and maintenance of the Agency Handbook to ensure all policies and procedures are current and accessible
• Validate and process SMT (Sales Management Team) incentives in accordance with established guidelines.
• Administer agency benefits, including HMO, group life insurance, and agent provident fund, ensuring timely and accurate processing for all eligible members.
• Manage the validation and processing of GEMMA and EMA applications to support agency's leader development initiatives.
• Supervise the delivery of agency helpdesk services, providing timely support and solutions to agency leaders and agents.
• Maintain and update the Agent & Trainer Guru knowledge base to ensure comprehensive and up-to-date resources are available for AI-related initiatives.

Agency Validation Activities

• Handle exceptions and appeals related to agency operations, including but not limited to rewards & incentives, compensation, agency benefits, validation, licensing, etc., ensuring timely and fair resolution.
• Lead the annual contract validation exercise for agents and agency leaders to ensure compliance and accuracy.
• Implement and oversee re-engagement initiatives for agents and agency leaders to support agent and leader retention.
• Validate promotion applications in accordance with established promotion criteria and guidelines.
• Manage persistency-related activities and initiatives to support business quality and long-term client relationships.
• Enforce internal ROP (Replacement of Policy) and ensure adherence to company standards and guidelines.
• Coordinate and ensure completion of annual mandatory courses for all relevant agents and leaders.

Channel Economics

• Lead budget planning and review exercises for the Agency channel to ensure effective allocation and utilization of resources.
• Monitor and manage OPEX (operational expenses), CAPEX (capital expenditures), and CRE (channel-related expenses) to support agency operations.
• Oversee the processing of IRP (Inorganic Recruitment Program) financial packages and contracts in compliance with company policies.
• Conduct IRP validation monitoring to ensure accuracy and compliance.
• Manage the processing of loan applications for agents and leaders in accordance with established guidelines.
• Simulate and project contest outcomes to support planning and decision-making for agency initiatives.
• Perform cost and benefits analysis on proposed agency initiatives to guide strategic investments.
• Conduct post-contest reviews to evaluate effectiveness and identify areas for improvement.

Set-up of General Agency (Admin side of application process)

• Lead and oversee the end-to-end onboarding process for new general agencies, ensuring a seamless integration into the organization's operational framework.
• Provide guidance and support to agency leaders throughout the onboarding journey to enable their successful launch and alignment with company standards.
• Serve as the primary liaison between Agency Licensing, Finance, Corporate Services, and other relevant departments to coordinate all activities required for the effective set-up of new general agencies.
• Ensure all regulatory, financial, and operational requirements are met in a timely and compliant manner, fostering strong collaboration across functions to support general agency set-up & sustainability.

Compliance, Risk & Audit

• Oversee distribution compliance activities related to MCG (Market Conduct Guidelines) and/or Agency COD (Code of Discipline) cases, ensuring adherence to regulatory and company standards.
• Facilitate and resolve inter-channel conflicts to maintain effective collaboration and operational harmony across distribution channels.
• Lead and coordinate audit exercises for the agency, ensuring thorough preparation, execution, and follow-up on audit requirements.
• Champion compliance with risk management standards and processes, promoting a culture of risk awareness and mitigation within the agency.
• Monitor and ensure the timely closure of audit findings, implementing corrective actions as necessary to address identified issues.

Team Management & Collaboration

• Lead, manage and develop the agency support team to deliver high-quality services to agency leaders and agents.
• Build strong cross-functional relationships with Learning & Development, Recruitment, Life Operations, Marketing, Corporate Services, Legal & Compliance and IT to support distribution needs.
• Ensure compliance with company policies, regulatory requirements, and industry standards.

Performance Monitoring & Reporting

• Develop performance metrics, dashboards, and reports to monitor agency productivity and support effectiveness.
• Analyze business trends and provide insights to senior management for decision-making.

Job Qualifications:

• Bachelor's Degree in Business Administration, Marketing, Finance, or related field (Master's degree is an advantage).
• Minimum 8 to 10 years of experience in life insurance, agency distribution, or sales support, with at least 3 to 5 years in a leadership role.
• Strong knowledge of life insurance agency distribution models, sales processes, and regulatory requirements.
• Strong knowledge in Insurance Commission regulatory frameworks.
• Excellent leadership, communication, and stakeholder management skills.
• Analytical mindset with strong problem-solving and project management capabilities.
• Proficient in MS Office and distribution support platforms.
• Passion for simplifying processes and delivering customer-centric solutions.

Privacy Notice

Your privacy is a priority for FWD. The Company keeps your personal information with us in confidence. To know more about how we process your information, kindly refer to our FWD Recruitment Privacy Notice.

FWD has partnered with Talocity Instasolutions Private Limited (Talocity) to manage the initial filtering of candidate's profiles through video interviews, social profile mapping, and video analytics using artificial intelligence engine that is offered within the Talocity platform. The platform evaluates the candidate on the five well-known dimensions as per OCEAN Personality Model that influence occupational success and help understand workplace behavior. For more information, please refer to Talocity Privacy Policy.

When you apply, FWD will share your name, phone number and email address to Talocity to contact you and conduct the initial screening and profiling process. Shortlisted candidates will then be contacted by FWD for the face-to-face interview.