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. Sales Quality Management:
• Design and implementation Sales Quality Monitoring by working closely RO Distribution/ RO Compliance to ensure sales process gap for Agency channels are identified and managed
• Design and implementation for Sales Quality Assurance by working with relevant functions to build up and/ or implement a risk control framework related to sales quality and provide control procedures on the issues.
• Conduct “Agency Health Check” to review Agency Fundamental processes and procedures, collect supportive evidences and interview key control owners to ensure agency operating in accordance to market conduct policy.
2. Sales Quality Analytics & Reporting:
• Develop Detection Analytical Tools for market conduct highlight and generate sales quality dashboard for risk assessment and monitoring.
• Develop and present sales quality dashboard for agency
• Detection of market conduct issues from sales quality review
• Contribution for prevention and detective sales quality program
• Periodically perform Quality sharing to agents, ADs and Trainers
• Regular perform compliance checking and testing
• Audit satisfaction on Product Sales & Distribution Management
3. Sales compliance: handling escalated cases throughout welcome call including investigation and resolution.

4. Promote Quality Culture: Develop and implement an effective education program through ongoing communication and training to embed Quality awareness.

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.

Internal contacts:
• Regular engagement with key stakeholders to:
o Understand sales compliance concerns and new business initiatives;
o Provide advice from sales quality perspective for business solutions;
o Raise awareness of the 1st line of defense role of business and the 2nd line of defense role.
• Regulatory requirements related to sales process are clearly communicated to business for effective and prompt implementation
• Regularly reporting to RO on sales quality matters, issues and risk.
• Ongoing communications with local Compliance to integrate local regulatory sales quality program.
External contacts
• Regular meeting with AVI to understand regulatory concerns and handle enquiries from AVI, regulators on reported incidents and other matters that relevant to sales quality.
• Engagement with Agency Association members to understand sales quality concerns and communicate solutions

• A bachelor degree of any business related course.
• At least 10 years of experience of which 5 years in Sales Quality at financial institution and having Manager role. Experience in life insurance is preferred

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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