Agency Business Quality

7 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

The incumbent will be in charged of Agency Business Quality (ABQ) to spearhead the First Line of Defense within the Agency Distribution channel to uphold the Business Quality of Agency Force, through constant monitoring, effective communication with stakeholders and development of new market intelligence and strategic initiatives for continuous improvement with reference to the Standard Operating Procedure (SOP) of ABQ and Business Quality Framework

And as a member of our distribution and partnership team, you will have a vital role in furthering this movement. Your responsibilities will include fostering meaningful connections with life planners, as well as promoting our purpose-driven brand positioning and messaging. Through your efforts across various channels, you will contribute to making a positive impact on people's well-being. Your contribution will be instrumental in enabling more individuals to live healthier, longer, and better lives.

What You Will Do:
Investigations from various escalation channels:

- To monitor, detect, assess/ investigate and report abnormal trends found in the Welcome Call Escalation and Complaints Management review with reference to SOP of Welcome Call and Business Quality and Governance Framework.
- To investigate on all escalated complaints from various channels and engage the complainants and internal collaborators in facilitation of investigations.
- To work with various Head of Department (HOD) in identifying root cause of Welcome Call Escalation cases and to propose and implement new measures, remedial action item and quality initiatives to improve Business Quality within Agency Distribution Channel and other internal processes to minimize intermediary and fraud related risk.
- To propose/ provide long-term solution as a preventive action and continuous improvement in the long run based on the root cause identified following post-assessment/ investigation of a complaint or agency related issue carried out with reference to the Business Quality and Governance Framework.

Business Quality Framework & Management Reporting:

- To spearhead the First Line of Defense within the Agency Sales Distribution channel in collaboration with Sales Compliance to monitor, detect, assess/investigate and report High Risk agent /agency and other potential agency related risk areas in order to minimize the risk of sales misconduct, market abuse, mis-selling, intermediary fraud and other financial crime related offences with reference to the SOP of ABQ, Reprimand Guidelines and Business Quality Framework.
- The implementation of the Business Quality and Governance Framework covers an overall scope of monitoring including but not limited to; Tracking and Monitoring of High risk Agents /Agency flagged under various categories, i.e. Complaints Management (Agency related), Replacement of Policy, Persistency, Welcome Call result, High Claims Loss ratio, and routine assessments and reporting on PMT outliers with reference to the SOP of Agency Business Quality (ABQ) unit.
- To initiate and engage discussion(s) with agent(s)/Leader(s) and/or DOA/SDOA/CAOs, upon detection of unusual sales pattern and behaviour to gather more information for further assessment and to provide advice to the agent and agency leaders for continuous learning and improvement in their overall sales performance and business quality.

Mystery Shopping & Market Surveillance Initiative:

- To support Project Manager to coordinate and spearhead the working committee on scope and operational specifications to ensure execution of AIA Mystery Shopping project, Agency Engagement Surveys and other Market Surveillance Initiative.
- To plan and review market research plan for mystery shopping, market survey and intelligence and to engage and update committee members inclusive of representative from Sales Compliance, Legal, Marketing, and Operations for review.
- To provide guidance and advice to the vendor in training the shoppers (pertaining to questions raised by shoppers’ and to supplement information required by shoppers).
- Proactive analysis of competitor/industry’s best practices through

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