Senior Manager, Business Quality

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About the Role

Report to: Associate Director, Agency Distribution Services
Function: Agency Distribution | Department: Agency Distribution Services
Location: Ho Chi Minh City
Role: Managerial

The Opportunity:
We are looking for Senior Manager, Business Quality who is responsible for
- Leading and strengthening the Business Quality and Distribution Governance framework across Agency Channel. The position works closely with Agency Distribution, Risk Management, Compliance, Agency Group and relevant stakeholders to monitor, identify and mitigate distribution risks, ensure compliance with company policies and regulatory requirements, and drive continuous improvement in sales quality and risk culture.
- Leading analytics-driven monitoring, governance oversight, control effectiveness review and quality improvement initiatives to support sustainable and healthy agency growth.

Roles and Responsibilities:

1. Distribution Governance

• Lead the assessment of distribution risks and provide recommendations on mitigation actions.

• Partner with risk owners to establish appropriate controls and assess control design and operating effectiveness.

• Monitor and follow up audit findings, compliance issues and remediation action plans related to Agency Channel.

• Promote strong risk management culture and awareness within Agency distribution.

• Manage Agency Risk Committee and provide management oversight on key distribution risks, remediation status and governance initiatives.

• Maintain and report key risk registers, control deficiencies and unresolved residual risks.

• Collaborate with Risk, Compliance and Agency stakeholders to embed business quality framework and governance standards across agency offices nationwide.

2. Business Quality Analytics

• Lead sales quality monitoring through data analytics, trend analysis and Key Risk Indicators (KRI).

• Identify irregular sales activities, adverse sales behaviors and emerging distribution risks.

• Conduct preliminary investigation and review of exceptional or suspicious sales conduct cases.

• Ensure timely escalation of material issues and non-compliance activities through governance framework.

• Develop insights and dashboards to support proactive risk management and business quality monitoring.

3. Control Review & Risk Assessment

• Lead Risk & Control Self-Assessment (RCSA) and Fraud Risk Assessment activities within Agency Channel.

• Design and execute control testing plans to evaluate effectiveness of key controls.

• Recommend improvement actions to strengthen operational controls and governance effectiveness.

• Support implementation of corrective and preventive actions across Agency operations.

4. Agency Quality Improvement

• Perform deep-dive analysis on Welcome Call, Mystery Shopping and other quality assessment initiatives.

• Coordinate with Risk, Compliance and Agency teams to develop actionable plans to improve sales quality.

• Drive continuous quality improvement culture within Agency Channel.

• Promote customer-centricity and compliant sales practices

5. Stakeholder Management & Reporting

• Prepare monthly distribution Business Quality reports and governance updates for senior management.

• Maintain strong collaboration with Risk Management, Compliance, Audit Services and business stakeholders.

• Ensure timely response to audit, compliance and regulatory requests.

• Share best practices and support continuous enhancement of risk management methodology, tools and reporting framework.

Requirements:

• Bachelor's degree in Business, Finance, Risk Management or related disciplines.

• CPA/MBA qualification preferred.

• Minimum 10 years of experience in Life Insurance, Agency Distribution, Risk, Audit or Compliance functions.

• Strong understanding of insurance operations and distribution governance.

• Strong knowledge of operational risk management and control framework.

• Strong analytical and problem-solving skills.

• Experience in data analytics and risk monitoring.

• Good understanding of audit and compliance practices.

• Project management and stakeholder management capabilities.

• Strong leadership and influencing skills.

• Strong interpersonal and communication skills.

• Detail-oriented while maintaining big-picture thinking.

• Result-oriented and able to manage competing priorities.

• Strong organization and execution capability.

• Customer-focused with commitment to quality and governance.

• Fluent in English.