Compliance Lead
7 days ago
About the Role:
The Deputy Team Lead for Sales Conduct Compliance will report to the Sales Conduct Compliance Team lead and work closely with the Head of Distribution Compliance, the Chief Compliance Officers of MLS and MFA, Chief Legal and Compliance Officer, and various business stakeholders within Manulife.
This individual will assist the Team Lead in managing the Balanced Scorecard Framework, Replacement of Policies appeals, and Mystery Shopping Exercises.
- Perform QC checks on the documentation reviews done by the reviewers and provide coaching to the reviewers every quarter.
- Conduct documentation reviews for all assigned representatives based on the non-sales KPIs in the Balanced Scorecard Framework.
- Ensure the timely completion of all assigned representatives' BSC audits by the end of the quarter.
- Conduct client surveys through phone calls for all the sampled cases for BSC Framework.
- Ensure timely follow-up on lapses or issues uncovered during the documentation review or client surveys.
- Conduct sharing sessions on BSC to new representatives of Manulife during the monthly Fast Track training.
- Coach and be a mentor to the team both onshore and offshore to achieve results.
- Review and come to a decision on approving the Replacement of Policies appeals by our partners in various distribution channels.
- Responsible for the daily ROP appeal reviews and escalate any trends of misconduct to the team lead for further investigation.
- Provide support and advice to representatives in the area of ROP whenever required.
- Provide support and trend analysis to the management when required.
- Liaise with MSE Vendors on Mystery Shopping Exercises.
- Review MSE findings and provide feedback to vendors.
- Assess MSE findings for BSC infractions.
- Prepare infractions report and notifications to Agency Force via emails.
Requirements:
- Diploma/Degree
- At least 8-10 years' experience in the life insurance industry Compliance (Preferably in BSC or T&C)
- Professional certification such as M5, M9, M9A, M8, M8A, Health Insurance, and/or ICA Diploma in Compliance would be advantageous
- Good communication and writing skills
- Ability to prioritize, organize, and work on multiple tasks simultaneously
- Solid analytical and problem-solving skills
- Detail-oriented and solution-focused
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