About FWD Group
FWD Group (1828.HK) is a pan-Asian life and health insurance business that serves over 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 Hong Kong Stock Exchange under the stock code 1828. For more information, please visit www.fwd.com
About FWD Takaful Berhad
FWD Takaful Berhad (“FWD Takaful”) is a takaful provider in Malaysia that offers family takaful services. FWD Takaful is licensed under the Islamic Financial Services Act 2013 and is regulated by Bank Negara Malaysia. FWD Takaful is a takaful business unit of FWD Group.
Visit https://www.fwd.com.my
Join us
We’re proud to be a company that encourages and nurtures fearless innovation in achieving our vision of changing the way people feel about takaful. Our teams come from a wide variety of industries and backgrounds because we value developing a truly diverse pool of talent that brings different perspectives and experiences. Our values – committed, innovative, proactive, open, and caring – define who we are and what we do as we work together to bring our vision to life, every single day.
KEY ACCOUNTABILITIES
- Develop, maintain and enhance market conduct compliance framework, policies, procedures, monitoring plans and reporting cadence.
- Conduct market conduct compliance reviews covering sales practices, advertising and marketing materials, customer communication, claims, complaints and vulnerable customer handling.
- Review and provide compliance input on distribution initiatives, before implementation.
- Track regulatory developments, perform impact assessments and coordinate implementation actions with accountable business owners.
- Review complaint trends, root causes and redress actions; drive remediation plans to prevent recurrence and improve customer outcomes.
- Prepare conduct risk dashboards, management reports and regulatory updates for Compliance leadership, senior management, committees and Board-level governance, where required.
- Support BNM, internal audit, external audit and Group Compliance engagements, including information requests, issue tracking and closure validation.
- Provide training, advisory support and awareness sessions to employees, agents, partners and relevant stakeholders on market conduct expectations.
QUALIFICATIONS / EXPERIENCE
- Degree in Law, Business, Finance, Insurance, Risk Management, Compliance or related discipline.
- Minimum 5 to 8 years of experience in compliance, market conduct, conduct risk, customer governance, audit, risk management or regulatory advisory within insurance, takaful, banking or financial services.
- Good understanding of Malaysian financial services regulatory environment, including BNM expectations applicable to insurers and takaful operators.
- Experience in complaint governance, sales conduct monitoring, customer communication review or conduct risk reporting is preferred.
- Professional certification in compliance, risk, insurance/takaful or financial services will be an added advantage.
KNOWLEDGE & TECHNICAL SKILLS
- Strong knowledge of fair customer treatment principles, market conduct risk, complaint handling, disclosure, suitability and responsible sales practices.
- Ability to interpret regulatory requirements and translate them into business-friendly guidance and practical controls.
- Strong analytical skills to identify trends, root causes, control gaps and emerging conduct risks from complaints, incidents and monitoring results.
- Excellent written and verbal communication skills, with ability to engage senior stakeholders and present clear compliance recommendations.
- High integrity, sound judgement, independence and ability to challenge constructively while maintaining collaborative working relationships.
- Organised and detail-oriented, with good project tracking, documentation and follow-through discipline.
- Proficient in Microsoft Office; experience with dashboards, data analysis or workflow tools will be an advantage.
