Job ref no.: 67321259-R-0001563
FWD Life Insurance Company (Bermuda) Limited

Assistant Manager, Training & Development, Customer Engagement

FWD Life Insurance Company (Bermuda) Limited

  • 5-day week
  • Competitive pay
  • Discretionary bonus

FWD spans Hong Kong & Macau, Thailand, Indonesia, the Philippines, Singapore and Vietnam, offering life insurance across its markets. In Hong Kong, FWD also provides general insurance, employee benefits, pension and financial planning services. FWD’s strategic focus is to leverage technology to create fresh customer experience, deliver easy-to-understand products, and achieve its vision to become the leading pan-Asian life insurer that changes the way people feel about insurance.

FWD is the insurance business arm of investment group, Pacific Century Group. The life insurance and general insurance operating entities of FWD Hong Kong have been assigned strong financial strength ratings by international rating agencies. While FWD Life Insurance Company (Bermuda) Limited has been affirmed ‘A3’ by Moody's and ‘A’ by Fitch, FWD General Insurance Company Limited has also received ‘A’ rating from Fitch, all with a stable outlook.

In Hong Kong & Macau, FWD has been providing quality services to around 487,000 customers with over 600+ staff.

If you are looking for a company where can fuel your inspiration and cultivate your expertise, join us on our exciting journey.

Job Summary

  • Design and deliver training programs to various internal customers according to the business objectives

  • Evaluate the training effectiveness and provide post-training follow up to participants

  • Manage the scripting function independently

  • Assist manager to take responsibility of people development of all staff in the company

The Job

  • Carry out training needs analysis in the company to establish long term training plan with manager

  • Consolidate training needs from internal customers and translate them into training plans and programs

  • Evaluate program’s effectiveness and post-training follow up after program completed

  • Prepare regular reports on training activities and business results

  • Participate in new business initiatives and other marketing projects

  • Liaise with internal customers on project timeline

  • Develop scripts and FAQs according to the business needs

  • Oversee the quality assurance functions in the contact centre

  • Maintain a script library to keep track on the history of script development

  • Keep aware of new compliance and guidelines to update the training materials on a timely basis

  • Develop and test training theories

  • Provide administrative supports for the team

The Person

  • Bachelor degree or above

  • At least 5 years’ experience in training and development or customer service team management in financial institutions

  • Passes in IIQE Paper I, II, III, V, or equivalent qualification

  • Good command of spoken and written English, Fluent in Mandarin is added advantage

  • Proficient in PC applications, including Microsoft Word, Excel, PowerPoint and Chinese word processing

  • Good training sense in terms of course development, design and evaluation

  • Able to work independently, a mature self-starter with strong drive, motivation, good business sense, remarkable problem solving skills, good interpersonal, negotiation and project management skills

  • Proactive, willing to learn and able to work under pressure

  • Sales experience or customer service experience in insurance or financial planning industry is a definite advantage

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.

More job information
Job ref no. 67321259-R-0001563 (CT3115925-01#0050)
Job Function
  • Kwai Fong
Employment Term
  • Permanent
  • Full-time
  • 5 years - 10 years
Career Level
  • Middle management level
  • Degree