Deputy Team Lead, Sales Conduct Compliance Specialist

4 days ago


Singapur, Singapore Company 14 - Manulife (Singapore) Pte. Ltd. Full time

About the Role

The Deputy Team Lead, 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 Company 14 - Manulife (Singapore) Pte. Ltd. This individual will assist the Team Lead to manage the Balanced Scorecard Framework, Replacement of Policies appeals, and Mystery Shopping Exercises.

Key Responsibilities

  • Perform Quality Control checks on documentation reviews done by reviewers and provide coaching to reviewers every quarter.
  • Conduct documentation reviews for all assigned representatives based on non-sales Key Performance Indicators (KPIs) in the Balanced Scorecard Framework.
  • Ensure timely completion of all assigned representatives' Balanced Scorecard audits by the end of the quarter.
  • Conduct client surveys through phone calls for all sampled cases for the Balanced Scorecard Framework.
  • Ensure timely follow-up on lapses or issues uncovered during documentation review or client surveys.
  • Conduct sharing sessions on the Balanced Scorecard to new representatives of Company 14 - Manulife (Singapore) Pte. Ltd. during monthly Fast Track training.
  • Coach and mentor the team, both onshore and offshore, to achieve results.

Additional Responsibilities

  • Review and make decisions on approving Replacement of Policies appeals by partners in various distribution channels.
  • Responsible for daily Replacement of Policies 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 Replacement of Policies whenever required.
  • Provide support and trend analysis to management when required.
  • Liaise with Mystery Shopping Exercise vendors on Mystery Shopping Exercises.
  • Review Mystery Shopping Exercise findings and provide feedback to vendors.
  • Assess Mystery Shopping Exercise findings for Balanced Scorecard infractions.
  • Prepare infractions report and notifications to Agency Force via email.

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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