Manager, Quality Assurance

Implementation and monitoring of Distribution Quality Assurance Scheme and Market Conduct Standards. The position will lead and direct initiatives that will sustain the quality of the agency distribution channel through quality assurance and monitoring activities covering both the sales and field management process
- Quality assurance: Design & roll out sales/management tools and work practices that are customer-centric, distribution-relevant, and compliant with market conduct standards. Collaborate with other departments on key initiatives that will impact the sales & field management process and channel productivity; ensuring that the new initiatives will adhere to the market conduct standards. Regularly be in contact with the sales force to get "user" feedback on sales/management tools and processes in order to build insights to improve the design and/or delivery of initiatives moving forward.
- Quality monitoring: Sales practices risk indicators monitoring (RIM), local red flags, market conduct control metrics covered by market conduct standards; establishing follow-up reporting systems for alerts, sales force's feedback and case resolutions; implementing intervention programs to reduce "red flags" and deterioration in trend in quality business, promote quality sales & field management practices in the branches. Provides summary reports as required by sales department, and regional and local compliance.
- Risk mitigation: Collaborate with teams in Partnership Distribution group and FC (Agency) group on establishing work practices, processes, and control activities that will address current and future audit issues. Collaborate with various teams/parts to ensure that the distribution channel is aligned to, and compliant with internal and external risk management policies and guidelines.
- Process improvement: Collaborate with other departments (e.g., ICT, Actuarial, Operations, Compliance) 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.
- Manage QA part performance through resource & execution planning, business & performance review, mentoring and coaching, talent development, and staff engagement activities.
- Other tasks as assigned by the Head of Legal and Compliance from time to time.