Senior Executive/Assistant Manager, Sales Conduct Compliance

at  Manulife

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JOB DESCRIPTION

At Manulife, we are committed to providing quality advice to our customers through our representatives. In this role, you will assist the Team Lead of Sales Conduct Compliance and work closely with the TL to support the Sales Conduct Compliance work plan.

1. Balanced Scorecard Audits (BSC) Reviewer/Checker

• 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.
• Perform QC checks on the documentation reviews done by the reviewers and provide coaching to the reviewers every quarter.

1. 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.

1. 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
• Prepare infractions report and notifications to Agency Force via emails.

1. 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.