Deputy Team Lead, Sales Conduct Compliance Specialist
2 months ago
Job Title: Deputy Team Lead, Sales Conduct Compliance
The role will report to the Sales Conduct Compliance (SCC) 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 to manage the Balanced Scorecard Framework, Replacement of Policies appeals and Mystery Shopping Exercises. This individual will also assist the SCC team lead in the daily operations of the SCC team.
Your 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 KPIs in the Balanced Scorecard Framework.
- Ensure timely completion of all assigned representatives' BSC audits by the end of the quarter.
- Conduct client surveys through phone calls for all sampled cases for BSC Framework.
- Ensure timely follow-up on lapses or issues uncovered during documentation review or client surveys.
- Conduct sharing sessions on BSC to new representatives of Manulife during monthly Fast Track training.
- Coach and mentor team members both onshore and offshore to achieve results.
- Review and come to a decision on approving Replacement of Policies appeals by partners in various distribution channels.
- Responsible for 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 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.
- Work closely with the Sales Conduct Team and support the team in any other areas as assigned by the Team Lead of Sales Conduct Compliance.
What We Are Looking For:
- 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
About Manulife and John Hancock:
Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Asia, Canada, and Europe, and primarily as John Hancock in the United States. We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups, and institutions. At the end of 2022, we had more than 40,000 employees, over 116,000 agents, and thousands of distribution partners, serving over 34 million customers. At the end of 2022, we had $1.3 trillion (US$1.0 trillion) in assets under management and administration, including total invested assets of $0.4 trillion (US $0.3 trillion), and segregated funds net assets of $0.3 trillion (US$0.3 trillion). We trade as 'MFC' on the Toronto, New York, and the Philippine stock exchanges, and under '945' in Hong Kong.
Manulife is an Equal Opportunity Employer:
At Manulife/JohnHancock, we embrace our diversity. We strive to attract, develop, and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement, and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, color, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.
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