Agency Business Quality & Governance, Analyst

At AIA we’ve started an exciting movement to create a healthier, more sustainable future for everyone.

It’s about finding new ways to not only better people's lives, but to better the communities and environments we live in. Encompassing our ambition of helping a billion people live Healthier, Longer, Better Lives by 2030.

And as part of our marketing, distribution & partnership team, you’ll play a vital part in advancing this movement. From inspiring meaningful connections with customers, partners and other stakeholders, to delivering purpose-led brand positioning and messaging, you'll be making a positive, healthy impact across all channels. You will have a unique and important part to play in helping more people live Healthier, Longer, Better Lives. 

So if you believe in inspiring a better future, read on.

About the Role

As person in charge of Agency Business Quality (ABQ) to spearhead 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 with reference to the Standard Operating Procedure (SOP) of ABQ and Business Quality Framework.

Investigations from various escalation channels:

• To monitor, detect, assess/ investigate and report abnormal trends found in the Welcome Call Escalation and Complaints Management review with reference to SOP of Welcome Call and Business Quality and Governance Framework.

• To investigate on all escalated complaints from various channels and engage the complainants and internal stakeholders in facilitation of investigations.

• To work with various Head of Department (HOD) in identifying root cause of Welcome Call Escalation cases and to propose and implement new measures, remedial action item and quality initiatives to improve Business Quality within Agency Distribution Channel and other internal processes to minimize intermediary and fraud related risk.

• 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.

Business Quality Framework & Management Reporting:

• To spearhead the First Line of Defense within the Agency Sales Distribution channel in collaboration with Sales Compliance to monitor, detect, assess/investigate and report High Risk agent /agency and other potential agency related risk areas in order to minimize the risk of sales misconduct, market abuse, mis-selling, intermediary fraud and other financial crime related offences with reference to the SOP of ABQ, Reprimand Guidelines and Business Quality Framework.

• 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, 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 discussion(s) with agent(s)/Leader(s) and/or DOA/SDOA/CAOs, upon detection of unusual sales pattern and behaviour 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.

Data Analytics & Management Reporting:

• To assess, validate evidence, investigate and report abnormal trends found in portfolio review, product profile, policy status, batch terminations, policies with reduced sum insured, duplicate addresses, based on the high risk outlier agent/agency of AIA Bhd & AIA Public Takaful Bhd (APTB) based on the agency conduct monitoring tools with the key risk indicators, with reference to the SOP on ABQ unit, Reprimand Guideline and Business Quality and Governance Framework.
• To enhance the existing framework for detection, assessment and minimization of agent/agency related sales misconduct, market abuse, mis-selling, intermediary fraud and other financial crime related offences.
• To develop or enhance the existing key risk indicators for monitoring activities based on the latest development of modus operandi/ misconduct patterns.
• To identify root cause after assessment or investigation is carried out on customer complaints or incidents reported arising from Agent’s misconduct.
• To identify and provide early warnings to direct report on potential business quality risk of an agent/agency or other financial crime related issue.
• To assist direct report in preparation of periodic management reports to the Market Conduct Committee (MCC), Operations Risk Committee (ORC), CEO’s office and Group Compliance for AIA Bhd. and AIA Public Takaful Bhd.

Other Tasks:

• To assist Risk Management & Sales Compliance with ad-hoc analysis, assessment & investigation, whenever required

• To perform assessment on agent/agency based on case-by-case basis. The assessment performed may cover data analysis.

• To check if any related complaints/ misconducts filed against the agent, and any reprimand history from the Watch List.

• To assess selected contest/campaign by AIAB/ APTB to detect any misconduct or abuse by agent/agency, where necessary.

Job Requirements:

• At least a tertiary qualification in Actuarial Science, Insurance, Accounting, or other related discipline.
• Minimum 3 years working experience in the insurance industry with good understanding and experience in Life Insurance product, operations, sales compliance, distribution channel, regulatory and internal requirement on ethical sales practices.
• Proven experience in intermediary investigation, and/or Audit and management skills in the Insurance and Banking Industry.
• Good work ethics, able to work independently with minimum supervision, resourceful and reliable in following-up and completing tasks.
• Result-oriented and takes pride in the quality of work, continuously drive process improvements to achieve results.
• Proficient in English with strong communication, interpersonal and presentation skills.
• Ability to spearhead the unit and communicate with people of all levels; able to maintain good working relationship and harmony with all stakeholders.
• Proficient in Microsoft Word, Excel, and PowerPoint.
• Knowledge in PowerBI will be an added advantage.

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

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