About FWD Group
FWD Group is a pan-Asian life and health insurance business that serves approximately 30 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 Stock Exchange of Hong Kong Limited under the stock code 1828.
For more information, please visit
www.fwd.com
FWD Technology and Innovation Malaysia Sdn. Bhd., known as FWD TIM, was established in late 2019. Strategically located in Kuala Lumpur, FWD TIM serves as a pivotal shared service location within FWD Group, providing services to multiple markets across the Group. FWD TIM houses a diverse and talented workforce focused on essential business and technology services such as information security, cloud operations, IT solutions delivery, digital and data, actuarial, finance, investments, and customer service, among many others. FWD TIM is dedicated to drive and deliver operational excellence and efficiency, foster innovation and ensure regulatory compliance across all business functions as well as maintain a competitive edge in the market.
PURPOSE
- Handling and managing Change Management, as well as being the point of contact for Service Request development inquiry and demand.
- Responsible for the quality and integrity of the process in the region and performs day-to-day overall management of the Change Management process for regional team.
- Provide guidance to team members in the regional Change Management team. Ensuring all team members are able to perform the tasks in-scope related to Service Request and Change Management.
KEY ACCOUNTABILITIES
- A key member of the Regional Change Advisory Board and run weekly regional change review meetings.
- Work with relevant parties to ensure regional Change is well understood.
- Ensuring timely response to Emergency Change Request by the entire regional Change Management team.
- Performing day to day process administration for regional Change Requests.
- Chairing review meetings related to the process. Identifying and implement changes and improvements to the Change Management Process.
- Communicate and train country stakeholders and relevant IT teams in the region on the process. The participants can be either from internal IT team or external IT vendor.
- Notifying the participants when standards and procedures are not being followed. Enforcing compliance of Change Management process by all participants.
- Facilitate resolution of issues with items not complying with the process.
- Create, analyse and distribute Change Management Process reports. Improve reporting and governance and to provide timely and accurate views of Change Requests.
- Responsible for evaluating the performance of the process.
- Audit the Change Management process for compliance with documented procedures.
- Ensure support tickets and tasks are being handled in a timely manner.
- Other duties as assigned.
KEY PERFORMANCE INDICATORS
- Drive stability with a high rate of successful and approved regional Change Request.
- Ensures compliance with standards, procedures and processes.
- Establishment of measurements and targets to improve process effectiveness and efficiency.
- Support projects and efforts that have a broad impact across the organization related to Service Management implementation.
EXTERNAL & INTERNAL CONTACTS
- Group Head of Technology Service.
- Head of Service Management.
- Senior Manager, IT Service Management.
- Service Delivery Manager.
- IT Service Management Analyst.
- IT and stakeholders of Business Units.
- IT teams of Group Shared Services.
- Risk management and Internal Audit of Group and Business Units.
- External Auditors.
- Vendors and/or Service Providers.
QUALIFICATIONS / EXPERIENCE
- Minimum 8 years’ experience in IT Service Management, preferably in Finance institution, Insurance industry, IT Shared Services or consulting firms.
- Must have minimum 4 years’ experience in managing Change Management team.
- Degree from Information Technology or equivalent discipline.
- ITIL v3 Foundation certification is a must.
- Experience with SaaS ITSM Suite of tools such as ServiceNow, Remedy and Remedyforce.
- Demonstrated effective communication in a multinational corporation. Excellent skills in both written and spoken English and Cantonese (optional).
- Excellent organizational skills and meticulous attention to detail; process oriented.
- Project Management qualification is an added advantage.
KNOWLEDGE & TECHNICAL SKILLS
- Experience with Service Request Management and Change Management.
- Ability to understand design requirements for Service Request.
- Must have experience in chairing Change Advisory Board meeting.
- Able to work on shift and standby during odd hours in order to attend to Emergency Change Request.
- Good knowledge of overall IT infrastructure domains.
- Ability to create actionable analytics and reporting from small, large and multiple sources of data.
- Ability to work in virtual teams and in matrix structures.
- Advanced knowledge of MS office applications, especially MS Excel (spreadsheet and database management).
- To have a systematic, disciplined and analytical approach to problem solving with good attention to detail.
- Able to manage and prioritise tasks and time efficiently. Demonstrate initiative and a proactive approach to daily tasks.
- Highly detail oriented and organized with the ability to multi-task and work in fast paced environment to meet deadlines.