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 improvementRoles and Responsibilities Business Quality Framework and Management ReportingThe 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 i e 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 unit To initiate and engage discussions with agents Leaders 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 quality To propose and issue reprimand letters 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 ABDQ To 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 and MonitoringTo 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 Framework To 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 investigation To 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 and Market Surveillance InitiativeAs 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 review To provide guidance and advice to the vendor in training the shoppers pertaining to questions raised by shoppers and rsquo and to supplement information required by shoppers Minimum Job Requirements Master and rsquo 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 experience Minimum 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 practices Acquired Intermediary Investigation and or Audit and Management skills and experience within the Insurance and Banking Industry Proficient in English with strong communication interpersonal and presentation skills Proficient in Microsoft Words Excel and PowerPoint Able to utilize Tableau Software is an advantage
Type : Company job
Role : Senior Manager
Industry : Insurance
Salary : MYR 13,000 - 16,900
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.
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.
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.