Quality Assurance and Control Director

7 days ago

Makati City, National Capital Region, Philippines Manulife Financial Full time

Distribution Quality Assurance Manager

This is a key role within our Distribution Risk and Quality Control team, responsible for monitoring and mitigating identified distribution risks across local business units.

We are seeking a seasoned professional with expertise in risk management, data analytics, and quality assurance to join our team.

The ideal candidate will have a strong understanding of insurance industry operations, risk policies, and standards.

Responsibilities will include:

  • Distribution Governance - Assessing materiality of risks and providing feedback on action plans to mitigate risks.
  • Supporting risk owners in establishing mitigating controls relative to inherent distribution risk and assessing design and operating effectiveness of these controls.
  • Data Analytics - Performing first-level review, investigation, and trend analysis/irregular sales activities monitoring (Key Risk Indicators) to monitor business units' sales quality or adverse sales behavior.
  • Preliminary review of exceptional cases from Distribution Conduct Analytics tools and working with relevant stakeholders to resolve any issue identified.
  • Control Review - Assisting Distribution units to perform Risk Controls Self-assessment (RCSA) and Fraud Risk Assessment.
  • Assisting in documentation review/control assessment of the sales process and existing controls within the Distribution function.
  • Distribution Quality Assessment - Assisting in conduct of deep dive analysis on results of eWelcome/Welcoming calls, Mystery Shopping, and/or other Group initiatives; coordinating with Risk, Compliance, Sales, and Distribution teams to develop actionable plans to improve sales quality.
  • Driving continuous quality improvement culture in distribution channels.
  • Helping assess current risks and identifying emerging risks facing the business and ensuring that controls are properly focused.
  • Driving reduction in distribution risk, both in terms of total risk (value) and per capita (# of incidents).
  • Maintaining a risk register for key distribution risks, mitigation plans, and progress to closure. Assisting in establishment of a governance process for escalation of material risks.
  • Assisting in reporting of Distribution risks and action plans on a monthly basis or agreed frequency.
  • Responding to Audit, Risk, and Compliance findings and assisting in development of remediation plans.

Requirements

  • CPA, CFA, MBA designation preferred, along with insurance industry experience.
  • LOMA Diploma and/or Certification is preferable.
  • At least 2 years of experience in Life Insurance Distribution Function and/or Operations function is required.
  • Excellent MS Excel proficiency, relevant knowledge of data visualization tools (i.e., PowerBI dashboards or similar BI/data tool), and metrics experience.
  • Experience in an audit, regulatory compliance, and operational risk controls environment will be favorable.
  • Good working knowledge of operations within a financial services organization, and ability to navigate company risk policies and standards.

About Our Benefits

We offer a comprehensive benefits package, including medical, dental, and vision coverage, a defined contribution pension plan, and paid time off.

We also provide access to a variety of employee perks and discounts, including a fitness center membership, parking reimbursement, and employee purchase programs.

We strive to create a work environment that supports work-life balance, offering flexible scheduling options and employee assistance programs.

Kombinasi Working Arrangement: Combination of remote and office work.

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