Senior Manager, Business Quality

We don’t simply believe in being ‘The Best’. We believe in better - because there’s no limit to how far ‘better’ can take us.

We believe in empowering every one of our people to find their 'better' - in the work they do, the career they build, the life they live and the difference they make. So that together we can support even more people - including our own - to live Healthier, Longer, Better Lives.

• Lead the assessment of distribution risks and provide recommendations on mitigation actions.

• Partner with risk owners to establish appropriate controls and assess control design and operating effectiveness.

• Monitor and follow up audit findings, compliance issues and remediation action plans related to Agency Channel.

• Promote strong risk management culture and awareness within Agency distribution.

• Manage Agency Risk Committee and provide management oversight on key distribution risks, remediation status and governance initiatives.

• Maintain and report key risk registers, control deficiencies and unresolved residual risks.

• Collaborate with Risk, Compliance and Agency stakeholders to embed business quality framework and governance standards across agency offices nationwide.

• Lead sales quality monitoring through data analytics, trend analysis and Key Risk Indicators (KRI).

• Identify irregular sales activities, adverse sales behaviors and emerging distribution risks.

• Conduct preliminary investigation and review of exceptional or suspicious sales conduct cases.

• Ensure timely escalation of material issues and non-compliance activities through governance framework.

• Develop insights and dashboards to support proactive risk management and business quality monitoring.

• Lead Risk & Control Self-Assessment (RCSA) and Fraud Risk Assessment activities within Agency Channel.

• Design and execute control testing plans to evaluate effectiveness of key controls.

• Recommend improvement actions to strengthen operational controls and governance effectiveness.

• Support implementation of corrective and preventive actions across Agency operations.

• Perform deep-dive analysis on Welcome Call, Mystery Shopping and other quality assessment initiatives.

• Coordinate with Risk, Compliance and Agency teams to develop actionable plans to improve sales quality.

• Drive continuous quality improvement culture within Agency Channel.

• Promote customer-centricity and compliant sales practices

• Prepare monthly distribution Business Quality reports and governance updates for senior management.

• Maintain strong collaboration with Risk Management, Compliance, Audit Services and business stakeholders.

• Ensure timely response to audit, compliance and regulatory requests.

• Share best practices and support continuous enhancement of risk management methodology, tools and reporting framework.

• Bachelor’s degree in Business, Finance, Risk Management or related disciplines.

• CPA/MBA qualification preferred.

• Minimum 10 years of experience in Life Insurance, Agency Distribution, Risk, Audit or Compliance functions.

• Strong understanding of insurance operations and distribution governance.

• Strong knowledge of operational risk management and control framework.

• Strong analytical and problem-solving skills.

• Experience in data analytics and risk monitoring.

• Good understanding of audit and compliance practices.

• Project management and stakeholder management capabilities.

• Strong leadership and influencing skills.

• Strong interpersonal and communication skills.

• Detail-oriented while maintaining big-picture thinking.

• Result-oriented and able to manage competing priorities.

• Strong organization and execution capability.

• Customer-focused with commitment to quality and governance.

• Fluent in English.

Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives.

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