Prudential’s purpose is to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured, for our people, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and we support our people’s career ambitions. We pledge to make Prudential a place where you can Connect, Grow, and Succeed.
The responsibilities of the Sales Quality Management Senior Specialist consist of but not limited to the followings:
Risk Monitoring & Governance Support
- Support the implementation and ongoing maintenance of the Partnership Distribution Risk & Control Framework.
- Perform regular monitoring of risk indicators, control effectiveness and emerging risk trends across Partnership Distribution.
- Maintain Risk Registers, issue logs and remediation tracking records.
- Identify sales area with heightened sales quality risk exposure via data analysis of persistency, CFI, lapse, surrender MI reports across PD sales regions on monthly basis.
- Escalate identified risks and control weaknesses to management in a timely manner.
2. Sales Conduct & Customer Outcome Monitoring
- Monitor sales conduct indicators, policy replacements, persistency trends, suitability assessments and other conduct-related risks.
- Perform root cause analysis and recommend corrective actions to relevant stakeholders.
- Conduct review activities on monthly basis including insurance document retrieval, perform detailed review of insurance policies, customer profile and customer information change request, customer payment request; detailed review of agent profile with sales and service record such as insurance premium collection record, complaint record, result of independent controls performed by relevant stakeholders such as Mystery Shopping (MS), Welcome Call/Sales Quality Call Back (WCC/SQCB), underwriting result, claim result to identify suspicious indicators, sales malpractices and potential fraud activities
3. Stakeholder Coordination & Governance Engagement
- Collaborate with relevant departments including but not limited to Policy Services, NBUW, DA, Claim, Market Conduct, Contact Center, DA&I during the review/analysis activities to connect all dots for identification of sales malpractice trend, abnormal sales behavior trend
- Support preparation of governance materials, risk reports and management presentations.
- Follow up on agreed action plans to ensure timely closure of identified issues.
- Build effective working relationships with business and support functions to facilitate risk management activities.
4. Regulatory & Audit Support
- Support the implementation of regulatory changes impacting Partnership Distribution.
- Assist in gathering information and evidence required for audits, regulatory reviews and internal assessments.
- Track remediation actions arising from audits, investigations and regulatory findings.
- Provide status updates and management information relating to remediation progress.
5. Risk Analytics & Early Warning Monitoring
- Develop and maintain risk dashboards, management information and early warning monitoring reports.
- Analyze sales, operational and customer data to identify emerging risks and adverse trends.
- Prepare reports to PD Management on monthly basis with suspicious indicators, fact findings, detailed case study, process control gaps, common pitfalls on periodic basis for remediation actions with relevant stakeholders
- Support the enhancement of data-driven risk monitoring capabilities.
6. Risk Awareness & Capability Building
- Support risk awareness initiatives, communication activities and governance training programs.
- Contribute to the sharing of lessons learned, emerging risks and best practices.
- Promote adherence to governance standards and risk management requirements across Partnership Distribution.
Job Accountability / Trách nhiệm chính
- Ensure sales quality management activities are effectively conducted
- Ensure timely escalation and reporting of sales quality issues
- Ensure effective collaboration with all relevant stakeholders to achieve the expected outcome
Qualifications / Bằng cấp
- BS degree in Finance and Banking, Economics, Statistic or related fields
- Experiences in related industries such as banking, auditing or consulting is considered a plus
Experience / Kinh nghiệm
- At least 3 years of experiences in risk and control, analysis, investigation, market conduct, compliance, audit or relevant field
- Candidate with working experience in finance or insurance industry is an advantage
Knowledge and skill / Kiến thức và kỹ năng
- Proven knowledge of sale performance, sale best practices/malpractices, operational controls, information security
- Proven working experience related to Analysis, Internal Control and/or Auditing, Risk
- Proficient in spreadsheets, databases, MS Office
- Sound and practical business acumen and business judgment
- Good analytical skill, negotiation skill, problem solving skill
- Professional communication skills, presentation, reporting in English and Vietnamese
- Hands on experience with reporting and analysis for the assigned indicators
- Has abilities to work independently with high quality of deliverables, to transfer knowledge and to deliver training
- Proactive, detail oriented and can think out-of-the-box
Competencies / Năng lực lãnh đạo
Leadership Capability Model – Intermediate Level
Prudential is an equal opportunity employer. We provide equality of opportunity of benefits for all who apply and who perform work for our organisation irrespective of sex, race, age, ethnic origin, educational, social and cultural background, marital status, pregnancy and maternity, religion or belief, disability or part-time / fixed-term work, or any other status protected by applicable law. We encourage the same standards from our recruitment and third-party suppliers taking into account the context of grade, job and location. We also allow for reasonable adjustments to support people with individual physical or mental health requirements.