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Deputy Team Lead, Sales Conduct Compliance

2 weeks ago

Singapore Manulife Full time

We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive. Discover how you can grow your career, make impact and drive real change with our Winning Team today.

**Working Arrangement**

Hybrid

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 include**:
1. Balanced Scorecard Audits (BSC) Checker
- 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.

2. Replacement of Policies Appeal (ROP)
- 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 it is required.

3. Mystery Shopping Exercise (MSE)
- Liaise with MSE Vendors on Mystery Shopping Exercises.
- Review MSE findings and provide feedback to vendors
- Assess MSE findings for BSC infractions

4. Any other responsibilities
- 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
- 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