Job purpose:
The job holder is responsible for leading and strengthening Line 1B Quality Assurance framework for the Bancassurance channel. This includes building and enhancing first line controls, working closely with Regional Office (RO) and local stakeholders to align KRIs, developing scalable governance processes, and ensuring the Banca business operates safely as volume, partners, and distribution capabilities expand. The role also drives early detection of risks, rootcause analysis, and continuous improvement initiatives to uphold quality and compliance across all Bancassurance activities.
Major accountabilities:
1. Build and strengthen the Line 1B control framework for Bancassurance
- Design, operationalize, and continuously enhance Line 1B governance, including control libraries, monitoring routines, process checkpoints, and documentation standards.
- Establish scalable QA and control processes that ensure safe growth as the Banca channel expands its product suite, partner network, digital tools, and salesforce.
- Conduct regular control reviews to identify control gaps, operational risks, and process weaknesses; propose and implement mitigation actions.
- Lead and develop team members in control framework design and implementation, assigning ownership of specific control areas to build expertise.
- Set clear performance objectives aligned with control framework goals and monitor team achievement.
2. Design & improve business quality assurance procedures
- Develop and refine business quality assurance procedures and interdepartmental workflows to ensure consistent and compliant operations.
- Assure effective implementation of QA procedures across sales, operations, onboarding, training and servicing activities.
- Build team capability by delegating QA procedure design tasks and coaching team members in procedural excellence.
- Foster collaboration within the team and across departments to ensure smooth workflow implementation.
3. Strengthen KRI alignment and risk monitoring with RO and local teams
- Work with RO functions (Distribution, Compliance, Risk) and local teams (Risk Management, Compliance, Account Heads) to ensure KRIs are accurately defined, aligned, and actionable.
- Monitor KRIs regularly and maintain dashboards that support early detection of emerging risks.
- Provide insights and deepdive analyses to support proactive decisionmaking.
- Assign team members responsibility for monitoring specific KRI domains and developing their analytical capabilities.
- Conduct regular team reviews of KRI trends and facilitate knowledge sharing sessions.
4. Complaint handling oversight and rootcause improvement
- Oversee end-to-end complaint handling quality across all channels (direct customer, social media, contact center, Complaint Handling Dept., etc.).
- Ensure every complaint is properly recorded, tracked, investigated, and reported.
- Drive rootcause analysis to reduce recurrence and strengthen process controls.
- Direct team members in conducting complaint investigations and root cause analyses, providing guidance on complex cases.
5. Drive quality and controlrelated projects for business scaleup
- Lead QA- and controlrelated initiatives required by RO or the business, including new product launches, new bank partner integration, system upgrades, digital journeys, and salesforce expansion.
- Support readiness assessments and operational risk reviews for new initiatives.
- Allocate project responsibilities across the team based on individual strengths and development needs.
- Manage team workload and priorities to ensure successful project delivery while maintaining business-as-usual activities.
6. Support training, communication, and Line 1B capability uplift
- Partner with Sales, Compliance, and Risk teams to develop training materials that strengthen frontline awareness of quality and controls.
- Cascade QA expectations and reinforce Line 1B ownership across business teams.
- Lead the development of team training plans to build technical and functional expertise in QA and controls.
Specialized knowledge:
- Strong knowledge of Insurance/Finance/Banking, ideally Bancassurance operations including distribution models, partner management, and regulatory frameworks.
- Experience in business quality assurance, compliance, or operational risk management.
- Understanding of first line and Line 1B frameworks is highly desirable, including control design, testing, and monitoring
- Strong analytical, problemsolving skills with ability to evaluate control gaps.
- Familiarity with Key Risk Indicators (KRI) development, monitoring, and reporting practices
- Effective communication and collaboration skills; servicing mindset.
- English proficiency is required
Problem solving:
- Ability to address complex, crossfunctional process issues and propose practical improvements.
- Able to interpret KRIs, QA findings, and control test results to identify systemic risks.
- Comfortable challenging stakeholders constructively and recommending solutions.
- Escalate risks and unresolved issues appropriately and follows through to closure.
- Interpret regulatory requirements, RO guidance, and business objectives to develop practical quality solutions that satisfy multiple stakeholder expectations
Education and experience:
- University degree, preferably in Economics/Finance/Banking.
- Minimum 8 years of progressive experience in Insurance/Banking, ideally in QA, Compliance, or riskrelated roles.
- Demonstrated experience leading cross-functional projects and initiatives involving multiple stakeholders
- Experience working independently with minimal supervision on complex, ambiguous problems
- Experience managing and developing teams
