Associate Manager, Distribution Quality AssuranceTop management

Job purpose:
Support the Head of Distribution Quality Assurance for the BU’s implementation and monitoring of Distribution Quality Assurance (DQA) Scheme, Market Conduct Standards (MCS), Agency Fundamental (AF) work practices set by the Regional Office. The position will support the Head of DQA in initiatives that will sustain quality of the distribution channel through quality assurance and monitoring activities covering both the sales and field management process.

Major accountabilities
1. Monitoring and review: Tracks and analyses sales & field management risk indicators that are covered by market conduct standards (MCS), risk indicator monitoring (RIM), annual risk plan, internal audit or compliance issues; and identifies the “red flags” that require follow-up and intervention. Provides summary reports as required by agency sales department, regional and local compliance. Develop and maintain appropriate database for documentation of quality assurance and monitoring initiatives.
2. Communication and reporting: Prepares the appropriate communication materials to be sent to the affected advisors. Maintains a follow-up reporting system for agency feedback and case resolutions. Responds appropriately to agency feedback, and escalates cases as deemed necessary.
3. Risk mitigation: Identifies gaps in the sales and/or field management process based on “red flag” findings, agency feedback, and established guidelines or process. Recommends corrective actions to the team, and coordinates with other business units for the implementation.
4. Process improvement: Collaborate with other business units for enhancements in the system-generated reports with the end in view of improving the accuracy or adjusting the scope of the report, to make it relevant to the changing business requirements. Regularly review the quality monitoring process against changes in company policies and/or external regulations.

Problem solving
• Work through an inter-department team (i.e. project team) to achieve the business requirements of Distribution Department, while balancing the interests of other stakeholders (i.e. outside Distribution Department) and resource requirements.
• Execute changes in process, principles or standards in a manner that provides buy-in and transition to the new state; address obstacles to adaptation; review lessons learned.

Communication scope
Internal contacts
• Heads of functional teams within Sales Dept – daily/weekly
• Heads of functional teams outside Sales Dept (e.g. Marketing, IT, Actuarial, New Business, Compliance, Legal, Investments) – weekly/monthly to coordinate on BAU work streams, as well as special initiatives
• Regional Office (Distribution) – monthly to coordinate on BAU initiatives, to discuss special projects, to share best practices

External contacts
• Vendors or suppliers of outsourced services, MoF, etc.

Education and experience:
• College graduate of any business related course.
• At least 5 years of experience in sales organizations from life insurance, pre-need, real estate, direct marketing; at least 2 years was in life insurance.

Specialized knowledge
• Knowledge of agency fundamentals – sales process, sales & management training, recruitment & selection, performance management
• Knowledge of life insurance operations, products and services
• Knowledge and skills in product positioning and sales communication; design & delivery of training programs
• Basic knowledge of financial products and personal financial planning
• Basic knowledge and skills in project management
• Professional knowledge: LOMA courses

- According to the company's policy

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