Quality Management Analyst

You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do. Discover how you can make a difference in the lives of individuals, families and communities around the world.

Job Description:

Job purpose

The position will perform all monitoring and review activities; establish follow-up reporting systems; and implement process improvement activities relating specifically to Policy Delivery Monitoring and Governance, Application Error Monitoring Report, Branch Quality Health Check Analytics Report (Quality Health Check Data) and assistance on other Quality Monitoring activities as deemed necessary. Through these quality monitoring procedures, SLOCPI shall comply with market conduct standards, mitigate sales practices risk, and promote quality sales practices in the agency which are supportive of the Most Respected Agency core values. 

Major accountabilities

Monitoring and review:  Identify and review policies/cases covered by the rules of Policy Delivery Monitoring and Governance, Application Error Monitoring Report and Branch Quality Health Check Analytics Report (Quality Health Check Data) as covered by market conduct guidelines (MCG). Provides full and summary reports to QM Manager/AG-SQM Team.

40%

Communication and reporting:  Send email notices/callouts to the affected field managers /advisors and monitor response based on Policy Delivery Monitoring and Governance procedures.  Determine and prepare escalation callouts/documents to partner Business Units.  Maintain a database and prepare summary reports as needed by the business unit.

40%

Process improvement:  Participate/collaborate with partner business units for enhancements (i.e. business requirements, UAT, change requests).  Maintain the procedures manual to ensure that it is current; and regularly review the procedures against changes in company policies and/or external regulations.  Implement agreed changes in the procedures as required by the business. 

20%

Specialized knowledge.

Technical Skills

• MS Office applications, preferably proficiency in Excel
• Basic statistical and sampling procedures

Leadership Skills

• Self-awareness:  can reflect on personal strengths and weakness; can accept feedback and build on one’s development moving forward
• Initiative:  can recommend process improvements based on observable gaps in the current state; can explore new ways of doing old things to improve business outcomes

Problem solving

• To identify and review policies under the scope of Policy Delivery Monitoring and Governance, Application Error Monitoring Report, Branch Quality Health Check Analytics Report (Quality Health Check Data)
• To address feedback raised by advisor/FM in relation to reported Policy Delivery Monitoring and Governance callouts.
• To determine when to escalate an issue/finding to the QM Manager/Head Agency Governance.
• To identify gaps in the monitoring and communication process; and to recommend appropriate intervention to the QM Manager to address the gaps/issues.

Education

·College graduate of any course

Experience

At least 3 years’ work experience in any industry that involves any or all of the following:  data extraction, data review using defined parameters, reports generation and data analysis.

Communication scope

• NBMs, SSAs, concerned advisor/FM (as needed): to send official callout email; to respond to agency feedback and escalate to manager (or other business units); to communicate the final action or resolution to the case
• QM Manager (daily): to report activities and exceptions; to clarify guidelines as they apply to specific cases; to report gaps in the process and support structure; to recommend changes in the process
• Phil-IT, ASCP, CSC, Compliance, Legal and any applicable Business Unit:  to coordinate tasks relating to process improvements; to secure opinion or answer to agency queries; to get the latest on regulatory guidelines

Job Category:

Posting End Date: