Agency Distribution Sales Quality Management Manager (Quản Lý Quản Trị Chất Lượng Kinh Doanh Kênh Đại Lý)

• Manage the identification of sales area with heightened sales quality risk exposure via data analysis of persistency, CFI, lapse, surrender MI reports across agency sales regions on monthly basis

• Manage the review activities on monthly basis including insurance document retrieval, perform detailed review of insurance policies, customer profile and customer information change request, customer payment request; detailed review of agent profile with sales and service record such as insurance premium collection record, complaint record, result of independent controls performed by relevant stakeholders such as Mystery Shopping (MS), Welcome Call/Sales Quality Call Back (WCC/SQCB), underwriting result, claim result to identify suspicious indicators, sales malpractices and potential fraud activities

• Manage the validation activities to confirm the factual accuracy of suspicious indicators and fact findings via customer call back, sales management interview and/or field check together with Investigation team where required

• Collaborate with relevant departments including but not limited to Policy Services, NBUW, DA, Claim, Market Conduct, Contact Center, DA&I during the review/analysis activities to connect all dots for identification of sales malpractice trend, abnormal sales behavior trend

• Manage escalation and reporting to AD Management on monthly basis with suspicious indicators, fact findings, detailed case study, process control gaps, common pitfalls on periodic basis for remediation actions with relevant stakeholders

• Gain and update job knowledge to remain informed about novelty in the field.

• Other direct request from Line Manager.

Qualifications & Experience:

• BS degree in Finance and Banking, Economics, Statistic or related fields

• At least 5 years of experiences in risk and control, analysis, investigation, market conduct, compliance, audit or relevant field

• Experiences in banking, auditing, consulting in finance or insurance industry is an advantage

Knowledge and skills:

• Proven knowledge of sale performance, sale best practices/malpractices, operational controls, information security

• Proven working experience related to Analysis, Internal Control and/or Auditing, Risk

• Proficient in spreadsheets, databases, MS Office

• Sound and practical business acumen and business judgment

• Good analytical skill, negotiation skill, problem solving skill

• Professional communication skills, presentation, reporting in English and Vietnamese

• Hands on experience with reporting and analysis for the assigned indicators

• Has abilities to work independently with high quality of deliverables, to transfer knowledge and to deliver training