• Senior Manager, Agency Quality Business and Governance Jobs in Malaysia - 997116



    AIA Bhd.
  • 10 - 12 Years
  • Malaysia - Kuala Lumpur
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  • Posted above 1 month
  • Job Views: 7
  • Job Applicants: Less than 10

Job Description

Position Objective

Tospearhead the First Line of Defense within the Agency Distribution channel to uphold the Business Quality of Agency Force, through constant monitoring, effective communication with stakeholders and development of new market intelligence and strategic initiatives for continuous improvement

Roles and Responsibilities

Business Quality Framework & Management Reporting
The implementation of the Business Quality and Governance Framework covers an overall scope of monitoring including but not limited to; Tracking and Monitoring of High risk Agents /Agency flagged under various categories, ie Complaints Management (Agency related), Replacement of Policy, Persistency, Welcome Call result, High Claims Loss ratio, and routine assessments and reporting on PMT outliers with reference to the SOP of Agency Business Quality (ABQ) unitTo initiate and engage discussion(s) with agent(s)/Leader(s) and/or DOA/SDOA/CAOs, upon detection of unusual sales pattern and behavior to gather more information for further assessment and to provide advice to the agent and agency leaders for continuous learning and improvement in their overall sales performance and business qualityTo propose and issue reprimand letter(s) and/or to escalate issue to the Fraud Investigation / Compliance Department, where necessary (for suspicious Fraud / AMLCFT related cases), under discretion of the Head of ABDQTo identify root cause after assessment/investigation is carried out on a particular complaint or issue and to propose corrective action (where necessary) after assessment or investigation is carried out with reference to the Reprimand Guideline, and;-To propose/provide long term solution as a preventive action and continuous improvement in the long run based on the root cause identified following post-assessment / investigation of a complaint or agency related issue carried out with reference to the Business Quality and Governance Framework
Predictive Modelling & Monitoring

To monitor, detect, assess/investigate and report abnormal trends found in the PMT portfolio review, product profile, policy status, batch terminations, reduced sum insured, duplicate addresses, based on the PMT Dashboard with 16 risk indicators, with reference to SOP of PMM unit and Business Quality and Governance FrameworkTo enforce PMT assessment, including interview, consultation and statement takings (where necessary) from selected PMT outliers and/or to engage the Director of Agency (DOA) or Senior Director of Agency (SDOA) to get clarification or written clarification, to complete the assessment /investigationTo work with various Head of Department (HOD) in identifying root cause after post-PMT assessment is carried and to propose and implement new measures, remedial action item and quality initiatives to improve Business Quality within the Agency Distribution Channel and other internal processes to minimize intermediary and fraud related risk
Mystery Shopping & Market Surveillance Initiative

As the Project Manager to coordinate and spearhead the working committee on scope and operational specifications to ensure execution of AIA Mystery Shopping project, Agency Engagement Surveys and other Market Surveillance Initiative To plan and review market research plan for mystery shopping, market survey and intelligence and to engage and update committee members inclusive of representative from Sales Compliance, Legal, Marketing, and Operations for reviewTo provide guidance and advice to the vendor in training the shoppers (pertaining to questions raised by shoppers’ and to supplement information required by shoppers)
Minimum Job Requirements

Master’s Degree or higher in Actuarial Science, Insurance, Accounting or other related discipline -or- Degree/Diploma with at least 10 years of experience in the insurance industry with related experienceMinimum 10 years working experience in the insurance industry; with good understanding and experience in Life Insurance product, operation, sales compliance, distribution channel, regulatory and internal requirement on ethical sales practicesAcquired Intermediary Investigation, and/or Audit and Management skills and experience within the Insurance and Banking IndustryProficient in English with strong communication, interpersonal and presentation skillsProficient in Microsoft Words, Excel, and PowerPointAble to utilize Tableau Software is an advantage

Profile Summary

Type:Company Job

Role:Senior Manager

Industry:Insurance

Salary:MYR 13,000 - 16,900

Deadline:08th Feb 2020

Company Profile

Who are we


AIA Bhd. is a leading insurer in Malaysia, where we have been privileged to do business since 1948.

We offer suite of high-quality products including Protection, Health, Personal Accident, General Insurance, Employee Benefits, Retirement and Family Takaful solutions to meet our customers’ protection and financial security needs at every life stage.

Our Business


Through our wide and diverse distribution footprint which comprises a 16,000 Life Planner force, our exclusive bank partner’s branches nationwide as well as corporate sales teams and brokers, we give our customers the choice of deciding how, when and where they connect with us.

Our Strengths


Part of the AIA Group, the largest independent publicly listed pan-Asian life insurance group, AIA Bhd. has the financial strength, experience, service centre network and a well-trained team of more than 2,000 staff to serve our 3 million customers nationwide.

As at end 2014, AIA Bhd.’ s total asset worth was RM46 billion, with a paid-up capital of RM767 million.

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