Director, Distribution Support

13 Oct 2025

Director, Distribution Support

Category: Distribution

Job Type:

Facility: Retail Banking

Job Purpose

Comprehensive leadership of business support functions in the life insurance distribution system, ensuring close connection between operations - technology - sales force. Shaping the strategy for developing support functions, improving consultant experience and optimizing the efficiency of national sales channel operations.

Key Accountabilities (1)

1. Distribution support strategy planning

2. Responsible for planning the overall strategy and operating all Distribution support functions nationwide, including managing the contract code issuance process, system access authorization, handling business tasks, operating CRM and digital platforms to support the sales force.

3. Developing the operational strategy of the Distribution support block in line with the distribution orientation, growth strategy, and organizational development roadmap, ensuring consistency and scalability.

4. Designing the sales force experience journey from integration to deployment of operational tools, building an effective onboarding process and periodic support mechanism, contributing to improving the productivity and professionalism of the distribution force.

5. Restructuring the organizational model and functional stratification of the Distribution support department towards a lean, flexible and efficient direction, meeting the requirements of comprehensive operations from the regional to the central level.

6. Establish a separate set of operating standards and support services for each distribution channel (Agency, Bancassurance, Digital), ensuring consistency in deploying tools, platforms and information across the system.

7. Establish an operational monitoring system through analytical dashboards, periodic reports and feedback from the sales force, thereby identifying bottlenecks, managing risks and implementing inter-departmental improvements.

8. Directly direct the implementation of business promotion programs, competitions and honoring the national sales force; closely coordinate with the Sales, Marketing and Human Resources departments to spread the culture of achievement and maintain team motivation.

9. Be the professional focal point to contact related functional departments such as Product Development, Information Technology and Operations to co-develop solutions, improve processes and optimize system-wide support efficiency.

Key Accountabilities (2)

Performance Management & Distribution Support Function Development

• Establish and operate a performance monitoring mechanism for the Distribution Support, including KPI systems, task processing productivity and service quality indicators for the sales force across the system.

• Participate in strategic resource planning for the unit, from proposing organizational structures, shaping competencies by role to building professional development programs and career paths for the team.

• Lead internal performance management: design evaluation criteria frameworks, organize periodic assessments, analyze deviations and implement plans to improve operational capacity.

• Orient the development of support functions: establish core competencies, standardize operational processes and build a roadmap to upgrade tools and digital platforms to serve multiple distribution channels, ensuring scalability and adaptability to the growth rate of the business.

Key Accountabilities (3)

PEOPLE MANAGEMENT

• Oversee human resources planning and execution (headcount & costs) of their function/ sub- function

• Attract, onboard and retain the right talents for a high- performing team

• Establish and communicate sub- function/ function and individual KRAs/ KPIs, goals, action plan, expectations and results to reporting line

• Manage sub- function/ function performance & provide feedback regularly (following the annual performance management cycle)

• Define team's capability requirements and enable team member's professional and personal development through capability assessment, training, coaching & feedback, mentoring, etc.

• Motivate and recognize team members' contributions towards the team's shared goals

• Responsible for developing talents within the function/ sub- function

• Act as a role model and promote corporate culture at function/ sub- function level

• Understand & communicate relevant HR offerings to team members.

Key Relationships - Direct Manager

Head of Distribution COE

Key Relationships - Direct Reports

Senior Manager/Manager/Expert/Senior Officer/Officer, Distribution Support;

Key Relationships - Internal Stakeholders

Internal Function, Divisions in company

Key Relationships - External Stakeholders

Ministry of Finance (for licensing and regulatory compliance), bancassurance partners (for sales execution and contest coordination), certified training institutions (for agent qualification and upskilling), CRM technology vendors (for license, contest and training systems), and audit or reinsurance partners (for operational process reviews and sales governance support).

Success Profile - Qualification and Experiences

Bachelor's or Master's degree in Business Administration, Finance, Insurance, etc.

Priority is given to those with professional certificates or specialized training related to sales enablement, CRM system management, or contest program development

At least 08 years of experience in life insurance, including a minimum of 4 years in senior leadership roles managing licensing, contest strategy, sales quality, and capability development across multiple distribution channels.

Proven experience in designing nationwide sales support frameworks and collaborating with external bodies (e.g. Ministry of Finance, bancassurance partners, auditors) to ensure operational compliance.

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