FWD Technology and Innovation Malaysia Sdn. Bhd., known as FWD TIM, was set up in late 2019 and is part of the FWD Group. FWD TIM in Malaysia is one of the FWD Group’s office locations serving multiple markets within FWD Group and employing team members in various functions including Group Digital & Data, Digital Innovation, the IT Hub and our Centre of Excellence comprising Actuarial, Finance and Product Proposition functions.

Purpose:

• Lead the development and implementation of the short to long term strategic direction and vision for TIM as a diverse shared service serving multiple functions and markets within FWD Group.
• Has an overall responsibility for the ongoing development and management of the TIM entity and its management team
• Partner with functional leaders to conceptualise, build and develop the functional capabilities in TIM
• Drive high performance culture that delivers continuous operational efficiency and customers’ satisfactions.
• Provide leadership oversight and ensure sound financial and risk management to meet FWD Group’s financial objectives and the commitments to the relevant authorities.
• Executive leader representative to FWD Group key stakeholders including Group Executive Committee and Board members, and Government and Regulatory authorities.

Key Accountabilities:

• Implement TIM’s strategic plans by partnering with and aligning all the various senior stakeholders across FWD Group Office and business units (BUs) to deliver a consistent high, quality services across FWD Group
• Establish and implement TIM’s governance structures, risk management and monitoring mechanisms and engagement models with BUs.
• Strategically evaluate and establish new functional verticals/workstreams at TIM in line with business demands.
• Align with all related Group functions and regional stakeholders to manage TIM capability development and delivery plan in both short and long term, to support Group and BUs to achieve their strategic imperatives.
• Work with all Group functions to ensure the right business operating processes, compliance and governance structures are aligned with FWD Group’s standards and objectives.
• Implement, improve and enforce policies and procedures that will increase the financial and operational effectiveness in TIM.
• Provide leadership oversight to ensure the cross-functional TIM teams deliver the committed business and organizational objectives to internal/external customers;
• Monitor and implement resource capacity planning, budgeting and sizing of premises in line with the evolving needs of TIM and FWD
• Foster a culture of continuous improvement and stimulating work environment that promotes employee development, engagement and retention.
• Discharge responsibilities as the Director on the Board of FWD TIM and other relevant entities including communicating with and aligning Board members.

Key Outputs/Performance:

• Leadership – Establish a team which operates as a seamless unit and is passionate and committed to delivering an excellent service.
• Stakeholder alignment – Communicate effectively with stakeholders including GEC and Board members, Government and Regulatory bodies.
• Company Culture – Establish a quality-oriented culture in TIM driven towards excellence, and create a vibrant and dynamic organization with motivated, aligned and engaged employees.
• Service Level Management – Ensure service delivery to all TIM clients meets or exceeds expectations.
• Continue Improvement – Manage the service to continually improve on standards set by performance indicators and lead on improving systems and/or processes when performance indicators are not met.
• Compliance – Ensure full compliance to regulation requirements for all TIM operations.
• Program Management – Ensure portfolio projects are delivered on time and within approved budgets at acceptable quality.

Qualifications and Experience:

• Bachelor’s degree holder or above
• More than 15 years of relevant experience in multicultural/regional team and part of Senior management team
• Relevant experience in Regional Service Centre delivery of medium size operations
• Regulatory compliance experience in respect of risks and management of risk processes in Insurance industry

Knowledge and Technical Skills:

Business knowledge

• Strong knowledge of insurance products and business operations processes
• Strong understanding of market and product demand trends for key markets in Asia

Technical Skills

• Proficient in Microsoft suite
• Proficient in research and analysis (e.g., business opportunities/business plans)
• Proficient in at least one local Asian language (oral and written), and English (oral and written)

Management Skills

• Financial and operational control of a large and expanding entity.
• Relationship management skills with BUs and Group Functions.
• Excellent stakeholder management, particularly in managing expectations.
• Ability to engage and guide the Malaysia TIM organization and employees on day-to-day basis.
• High sensitivity in cross-cultural influencing and relationships.
• Sound influencing and negotiating skills.

Competencies:

Customer led

• Anticipate and act on emerging customer needs, data and feedback to identify customer values and to create the desired customer experience.

Deliver the vision

• Can articulate what the plans are for own role, function and broader FWD strategy and how they link to the company vision.

People orientated

• Encourage safe, open and honest debate about the team’s performance and builds aligned development plans. Reward successful team performance publicly – celebrates success.

Decision making

• Use decision criteria that take into account relevant strategic and tactical goals. Consider short and longer-term consequences of issues.

Market led

• Undertake analysis of market data and applies relevant market segments and directions for the business with trends in mind.

Strategy focused

• Implement the Functions strategy and can articulate the link between corporate strategy and functional strategy.

Cultural alignment

• Promote cultural standards and procedures. Is active in supporting others and thinks beyond own role and function for the broader business.

Drive results

• Set own and team KPI’s and strives to exceed them. Support the team and clears barriers to achieving team KPI’s. Use financial or other data to track progress.