Head of Business Quality

6 months ago


Ho Chi Minh City, Vietnam AIA Full time

FIND YOUR 'BETTER' AT AIA
- 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._

If you believe in better, we’d love to hear from you.

About the Role

Report to: Chief Agency Officer

Function: Agency Distribution

Location: Ho Chi Minh City

Role: Managerial

The Opportunity:
This role will be primarily responsible in the monitoring and mitigating of the distribution risks across Agency Channel. Working closely with the business unit risk management, compliance and distribution team to ensure adherence to the company’s risk management requirements, nurture a culture of risk management and enhance the business quality.

The 2 key areas of this roles: Distribution Governance and Nurture quality business with Agency Channel

**Job Description**:
Distribution Governance:
1. Assessing the materiality of the risk and providing feedbacks to the risk owner on action plans to mitigate risks

2. Supporting the risk owner in establishing appropriate mitigating control relative to the inherent distribution risk and assessing the design and operating effectiveness of these controls

3. Oversight on the actions and progress to close audit items and Compliance findings related to Agency Channel

4. Promoting a strong risk management culture within Agency channel

5. Manage the Agency Risk Committee to provide senior management with oversight of distribution risks, status of remediation action and initiatives

6. Reporting on the residual risk across all Agency channel which is not mitigated by controls including in operational risks, control deficiencies, personnel and process inadequacies

7. Collaborate with local Risk, Compliance and Agency Channel to embed the Agency business quality framework for the thematic review of risks, sales quality and standard across the Agency branch, offices

Nurture Quality Business:
1. Data Analytics:
a. Perform trend analysis /irregular sales activities monitoring (Key Risk indicators) to monitor sales quality or adverse sales behaviour

b. Perform preliminary review on the exceptional cases from distribution conduct analytic and work with relevant stakeholder to resolve any issue identified c. Ensuring timely and accurate escalation of material issues and non-complaint activities through the agreed governance framework

2. Control Review a. Assist Agency channel to perform Risk & Control Self-Assessment (RCSA) and Fraud Risk Assessment b. Design and perform controls testing plan to ensure the control design and operating effectiveness are able to mitigate the risks

3. Agency Quality Assessment

a. Perform deep dive analysis on the result of Welcome Call, Mystery Shopping and/or other Group initiatives and coordinate with Risk, Compliance and Agency Channel to develop actionable plan to improve the sales quality.

b. Drive a continuous quality improvement culture in the Agency Channel

**Requirements**:
1. CPA, MBA designation preferred along with insurance industry experience

2. At least 10 years of experience in Life insurance distribution function is required

3. Experience in Audit, Compliance, Risk or operational risk controls environment will be favorable

4. Good working knowledge of operations within a financial services organization and the ability to navigate company risk policies and standards

5. Strong interpersonal skills, including in the ability to influence management at various levels of the organization

6. Strong organization and project management skills. Excellent customer focus and a commitment to quality while still meeting deadline

7. Ability to effectively communicate ideas and recommendations orally and in writing while considering the viewpoint of others

8. Sees the big picture but also pays attention to details

9. Result oriented with the ability to manage competing priorities and projects 10. Strong problem-solving and analytical skills

11. Leadership skills in achieving department, project and individual objectives
- Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives._



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