Pd Business Quality, Analyst

5 months ago

Kuala Lumpur, Malaysia AIA Full time

At AIA we’ve started an exciting movement to create a healthier, more sustainable future for everyone.
- It’s about finding new ways to not only better people's lives, but to better the communities and environments we live in. Encompassing our ambition of helping a billion people live Healthier, Longer, Better Lives by 2030._
- And as part of our marketing, distribution & partnership team, you’ll play a vital part in advancing this movement. From inspiring meaningful connections with customers, partners and other stakeholders, to delivering purpose-led brand positioning and messaging, you'll be making a positive, healthy impact across all channels. You will have a unique and important part to play in helping more people live Healthier, Longer, Better Lives._

So if you believe in inspiring a better future, read on.

About the Role

This position is responsible to assess and identify any high-risk Bank Financial Executive through monitoring of key risk indicators in Partnership Distribution channel, which requires adequate analytical skills and experience in handling datasets and Complaint Management. The incumbent will orchestrate the First Line of Defense to uphold business quality and governance of the division, through constant monitoring, effective communication with collaborators and Bank Partners, and pivotal initiatives for continuous improvement aligned to the Business Quality and Governance Framework.

1) Handling of Customers Complaint - Bancassurance
- To provide first point resolution within 5 working days & outcome for straight forward sales dispute case and complex sales dispute case resolution within 10 working days.
- To supervise closely on complaint logged in Case360 to resolve within 10 working days from date of complaint received.
- To collaborate closely with Bank & Sales Heads on dispute raised by customers and to work out solution to iron out the issues.
- To identify root cause after assessment and investigation is carried out on a particular complaint and to propose corrective action aligned to the Guidelines for Reprimand Actions for Bank FE Misconduct.
- To compile update Complaint Tracker from time to time and compile monthly complaint statistics report for management reporting.

2) Handling of Customers Complaint - Telemarketing
- To collaborate closely with Bank and Customer Care to handle complaint receive from Telemarketing channel.
- To retrieve the Telemarketing call recordings/ listen and perform the investigation within 2 working days.
- To log in Case360 on complaint details, findings and outcome.
- To call & advise customer on AIA’s decision / case refer to Customer Care to issue reply letter to customers within 5 working days from complaint received date.
- Propose action against Telemarketing Sales Representative (TSR) on valid mis-selling by referring to Telemarketing Penalty Table.
- To compile Telemarketing monthly sales dispute for Management reporting.

3) Business Quality & Governance
- To assess, validate and report abnormal trends found in review of Customer Fact Find form and Welcome call as stipulated in the Business Quality and Governance (BQG) Framework.
- To assist compile and prepare Operations Risk Committee (ORC) and Market Conduct Statistics (MSC) reports.
- To handle First Line of Defense within the Partnership Distribution channel in collaboration with Sales Compliance to monitor, detect, assess/ investigate and report High Risk Bank FE and other potential related risk areas to minimize the risk of sales misconduct, mis-selling, intermediary fraud and other financial crime related offences with reference to the Reprimand Guidelines and BQG Framework.
- To assist in quality check (QC) of calls performed by Business Support & Welcome Call team and provide recommendation for improvement.
- To assist perform mystery shopping at Bank branch as and when assigned.
- To work with PD Academy team in improving training materials to ensure all Bank FEs are trained and updated with the latest BNM/LIAM requirements to mitigate breach of regulatory compliance.

4) Other Tasks
- To follow-up closely with sales team on all escalated cases received from Welcome Call team to ensure bank sales staff responds with solution and outcome of the feedback raised by customer.
- To perform close loop calling to customer to confirm customer’s understanding and concern raised during welcome call after bank sales staff has fully explained to customer, support is ongoing.
- Performs other responsibilities and duties periodically assigned by supervisor in order to meet operational and/or other requirements.

5) Communication Requirements
- Demonstrate effective communication, both verbal and in writing, with colleagues and service partners including producing reports, preparing, coordinating and delivering presentations using appropriate Microsoft Office and techniques, and taking leading role in meetings and discussions.
- As the position also required to perform close

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