Head of Agency

Job Purpose
Responsible for developing and managing the insurance sales and service operations through the agency channel, ensuring alignment with the company's overall strategy and business targets. This role oversees sales force leadership, agency network expansion, service quality enhancement, compliance control, and sustainable revenue growth, while strengthening brand reputation and customer experience in the life insurance market.
Key Accountabilities (1)
Strategic Management & Agency Network Development
Develop and execute strategic plans for agency channel growth aligned with business goals, product direction, and market capacity
Analyze market trends, customer behavior, and industry dynamics to identify expansion opportunities and optimize distribution effectiveness
Design organizational structure, management hierarchy, and operational mechanisms for the nationwide agency system Manage relationships with senior agency partners, recruitment affiliates, and external training institutions
Collaborate with cross-functional departments (product, legal, operations, technology) to ensure smooth, compliant product rollout via agency channel
Propose commission schemes, incentive programs, retention policies, and career development frameworks tailored to agency segments
Represent the company at industry conferences, agency forums, and media engagements related to distribution strategy
Key Accountabilities (2)
Sales Operations & Service Quality Management
Oversee all sales activities through the agency channel: revenue, conversion rates, policy persistency, advisor productivity
Collabrate with COE to establish KPI systems, performance evaluation frameworks, and regular audit processes for agency leadership levels
Lead sales campaigns, marketing initiatives, and engagement programs to motivate agency teams
Coordinate with customer service to ensure consistent, professional advisory and support processes
Design and implement service quality standards, internal control mechanisms, and complaint resolution procedures
Conduct satisfaction surveys for both customers and agents, and recommend improvements based on insights
Manage operational risks within the agency channel: detect irregularities, enforce disciplinary actions, and propose preventive measures
Talent Development & Agency Lifecycle Management
Build competency frameworks for all agency levels: advisors, team leaders, area managers, senior agents
Give requirements on design advanced training programs: product knowledge, advisory skills, ethics, team management
Partner with HR to develop career paths, promotion mechanisms, and retention strategies for agents
Manage the full lifecycle of agency personnel: recruitment, licensing, training, performance review, recertification, and exit
Launch mentoring, coaching, and experience-sharing programs across regions
Recommend and implement technology platforms for agency management: CRM, dashboards, e-learning systems
Foster a culture of learning, professionalism, and customer-centricity across the agency network
Key Accountabilities (3)
PEOPLE MANAGEMENT
Oversee human resources planning and execution (headcount & costs) of their function/ sub- function
Attract, onboard and retain the right talents for a high- performing team
Establish and communicate sub- function/ function and individual KRAs/ KPIs, goals, action plan, expectations and results to reporting line
Manage sub- function/ function performance & provide feedback regularly (following the annual performance management cycle)
Define team's capability requirements and enable team member's professional and personal development through capability assessment, training, coaching & feedback, mentoring, etc.
Motivate and recognize team members' contributions towards the team's shared goals
Responsible for developing talents within the function/ sub- function
Act as a role model and promote corporate culture at function/ sub- function level
Understand & communicate relevant HR offerings to team members.
Qualifications and Work Experience
Bachelor's degree or higher in Business Administration, Finance, Insurance, or related fields
Minimum 12 years of experience in life insurance, with 6+ years in senior agency leadership
Deep understanding of insurance products, customer behavior, sales processes, and agency operations
Strong strategic leadership, performance management, training, and executive communication skills
Preferred: experience in multi-channel distribution or digital transformation in agency channel