Assistant Manager / Manager, Distribution Quality Monitoring

Chubb Life Insurance Hong Kong Limited; Hong Kong; On-site; HKD 480,000 - 720,000; Full time

Job summary

Chubb Life Insurance Hong Kong Limited is seeking an Assistant Manager / Manager to establish a robust quality monitoring framework across the agency force, ensuring sales practices comply with regulatory requirements and treat customers fairly. You will identify root causes and collaborate with distribution leaders to drive corrective actions.

Key responsibilities include designing monitoring programs for pre- and post-sales activities, conducting audits, analytics, and producing monthly

Qualifications

• Bachelor's degree in Business, Finance, Risk or related field.
• Professional certifications (LOMA, FLMI, CAMS, CRM) preferred.
• 3-5 years in life insurance operations, sales audit, or distribution quality, sales governance, or risk management in life insurance.
• Familiar with life insurance products (term, whole life, UL, ILP) and regulatory requirements.
• Good analytical skills: ability to review case files and identify pattern errors.
• Advanced root cause analysis, predictive risk indicators, and remediation design.

Responsibilities

• Establish and execute a robust quality monitoring framework across the agency force.
• Identify root causes of sales quality issues and partner with distribution leaders to drive corrective actions.
• Design risk-based quality monitoring program for pre- and post-sales activities; conduct thematic reviews and audits based on risk triggers.
• Prepare and present monthly quality dashboards to distribution heads and risk committees with actionable recommendations; escalate breaches to senior management.

Skills

Quality Assurance

Quality Monitoring

Root Cause Analysis

Training & Coaching

Regulatory Compliance

Education

Bachelor's degree in Business/Finance/Risk

LOMA/FLMI/CAMS/CRM certifications preferred

Job description

Assistant Manager / Manager, Distribution Quality Monitoring

This role is responsible for establishing and executing a robust quality monitoring framework across the agency force. The primary objective is to ensure that sales practices comply with regulatory requirements, internal policies, and treat customers fairly (TCF). You will identify root causes of sales quality issues and partner with distribution leaders to drive corrective actions.

Key responsibilities

Quality Assurance Framework & Monitoring

• Design, implement, and continuously refine a risk-based quality monitoring program for pre- and post-sales activities.
• Conduct regular thematic reviews and targeted audits based on risk triggers (e.g., high lapse rates, complaint patterns, complex products).
• Establish clear quality scorecards, benchmarks, and sampling methodologies aligned with regulatory guidelines (e.g., IA, PDPO & MPFA).

Root Cause Analysis & Insights

• Analyze quality monitoring results to identify emerging risks, training gaps, or process weaknesses in distribution.
• Prepare and present monthly quality dashboards to distribution heads and risk committees, highlighting key metrics (e.g., error rates, mis-selling indicators, rectification rates).
• Escalate serious breaches or persistent quality failures to senior management with actionable recommendations.

Remediation & Training Collaboration

• Partner with key stakeholders e.g. Learning & Development to design targeted training interventions based on quality findings.
• Provide constructive feedback and coaching to sales managers and individual advisors to improve first-time-right sales practices.
• Lead remediation exercises for identified quality issues (e.g., client outreach, policy adjustments).

Regulatory & Policy Alignment

• Ensure the quality monitoring framework aligns with all relevant life insurance conduct regulations (e.g., disclosure rules, suitability requirements, cooling-off provisions).
• Support internal audits and regulatory inspections by providing evidence of distribution quality oversight.
• Maintain and update distribution quality procedures.
• Drive a culture of continuous improvement and high ethical standards within the team.

Education / Qualification

Bachelor's degree in Business, Finance, Risk or related field

Professional certifications (LOMA, FLMI, CAMS, CRM) preferred

3-5 years in life insurance operations, sales audit, or distribution quality, sales governance, or risk management in life insurance

Familiar with life insurance products (term, whole life, UL, ILP), sales processes, and good understanding of regulatory requirements is essential

Good analytical skills: ability to review case files and identify pattern errors

Advanced root cause analysis, predictive risk indicators, and remediation design

Chubb Life is the international life insurance division of Chubb. Primarily focused on Asia, Chubb Life provides protection and savings-oriented life insurance products to individuals and groups. Chubb Life serves the needs of consumers through a variety of distribution channels, including primarily captive agents, but also through banks, retailers, brokers, independent agents and direct marketing. Chubb Life operates in Hong Kong SAR, Indonesia, Korea, New Zealand, Taiwan, Thailand, Vietnam, and Latin America. In mainland China, we participate in a joint venture with majority ownership of Huatai Life.

Chubb Life is the international life insurance division of Chubb. Primarily focused on Asia, Chubb Life provides protection and savings-oriented life insurance products to individuals and groups. Chubb Life serves the needs of consumers through a variety of distribution channels, including primarily captive agents, but also through banks, retailers, brokers, independent agents and direct marketing. Chubb Life operates in Hong Kong SAR, Indonesia, Korea, New Zealand, Taiwan, Thailand, Vietnam, and Latin America. In mainland China, we participate in a joint venture with majority ownership of Huatai Life.