Agency Quality Control Manager

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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

Job Description

The opportunity

The Agency Quality Control Manager will support the development, implementation and monitoring of sales quality and associated initiatives. The objective is to ensure that the key initiatives related to InForce management are properly identified, implemented, and monitored vs the agreed success criteria.

Responsibilities

• Develop and embed the regional framework and KPIs to assess and monitor business unit sales quality
• Perform trend analysis and drill down to identify possible root causes of lower than target persistency/morbidity/mortality (policyholder experience). Conduct irregular sales activities monitoring which impact the policyholder experience of the agency channel.
• Reporting on the residual persistency risk within the agency distribution channel, which is not mitigated by controls including, operational risk, control deficiencies, personnel and process inadequacies
• Collaborate with risk, compliance, product, and InForce management core teams to develop and embed a framework for the thematic review of InForce quality across the agency branch / GA network
• Oversight on the actions and progress to close Risk, Audit and Compliance findings related to InForce management under Sales and Distribution.
• As part of the agency committees (compensation committee; promos committee, other committees that may be set up from time to time), provide feedback on areas / initiatives which may impact the policyholder experience of the channel.
• Project management of the InForce improvement initiatives from an agency channel perspective
• Lead and collaborate with sales management counterparts on identifying initiatives and progress of the bottom branches for persistency
• As the agency representation of the cross functional IFM working group, support deliver of cross functional initiatives and the communication of these initiatives to the agency teams
• Develop and own the execution of the change management plans for the agency InForce management initiatives
• Develop and roll-out communication strategy on driving improvement in the business quality / policyholder experience.
• Communicate regularly with agency sales team and salesforce (advisors / leaders) on the InForce management initiatives.
• Promoting a strong InForce management culture within the agency channel
• Plans and executes regular learning sessions, events, training and communications on InForce management.

How will you create impact?

The Agency Quality Control Manager will report to the Head of Distribution Risk and Quality Control.

What motivates you?

• You obsess about customers, listen, engage and act for their benefit.
• You think big, with curiosity to discover ways to use your agile approach and enable business outcomes.
• You thrive in teams and enjoy getting things done together.
• You take ownership and build solutions, focusing on what matters.
• You do what is right, work with integrity and speak up.
• You share your humanity, helping us build a diverse and inclusive work environment for everyone.

What we are looking for

• CPA, CFA, MBA designation preferred
• 3 – 5 years of experience in Life insurance preferably with a strong background on insurance products and distribution function.
• Experience in audit, insurance risk, and operational risk and quality controls environment is required
• Good working knowledge of operations within a financial services and/or insurance organization, and the ability to navigate company risk policies and standards.
• Strong interpersonal skills, including the ability to influence management at various levels of the organization.
• Strong organization and project management skills. Excellent customer focus and a commitment to quality while still meeting deadlines.
• Ability to effectively communicate ideas and recommendations orally and in writing, while considering the viewpoint of others.
• Sees the big picture, but also pays attention to details.
• Results oriented, with the ability to manage competing priorities and projects.
• Strong problem-solving and analytical skills

What can we offer you?

• A competitive salary and benefits packages.
• A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills.
• A focus on growing your career path with us.
• Flexible work policies and strong work-life balance.
• Professional development and leadership opportunities.

Our commitment to you

• Values-first culture
  We lead with our Values every day and bring them to life together.
• Boundless opportunity
  We create opportunities to learn and grow at every stage of your career.
• Continuous innovation
  We invite you to help redefine the future of financial services.
• Delivering the promise of Diversity, Equity and Inclusion
  We foster an inclusive workplace where everyone thrives.
• Championing Corporate Citizenship
  We build a business that benefits all stakeholders and has a positive social and environmental impact.

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 /John Hancock , 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, colour , 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.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process . All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies . To request a reasonable accommodation in the application process, contact .

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.

We offer work that challenges and makes a difference within a flexible and supportive environment, so you can help make decisions easier and lives better for our customers.

We're proud of our accomplishments and recognitions. Recent awards include:

• Best Place to Work in Asia-Pacific 2022
• Best Place to Work for LGBTQ Equality 2022

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Discover how you can grow your career, make impact and drive real change with our Winning Team today at .