Agency Quality Business Officer

Sun Life Assurance Company of Canada; Jakarta Selatan; On-site; IDR 180,000,000 - 300,000,000; Full time

Job summary

Sun Life Assurance Company of Canada is seeking a Quality Business in Agency Distribution professional to monitor and analyze outcomes including CSAT, ASAT, and complaints. You will drive root-cause analysis, coordinate corrective actions, and support continuous improvement across the agency channel.

The role requires a Bachelor's in business/finance, 2-5 years' experience in quality, and strong Excel and PowerPoint skills.

Qualifications

• Bachelor's degree in business, Finance, Insurance, Customer Experience, Data Analytics, Risk Management, or a related field.
• 2-5 years of relevant experience in business quality, customer experience, complaint management, agency operations, sales governance, service quality, or data analytics.
• Hands-on experience analyzing customer or agency surveys, Welcome Call results, complaints, service outcomes, or action plans is preferred.
• Familiarity with agency distribution and Indonesian life-insurance requirements is an advantage.
• Strong understanding of agency distribution, customer onboarding, post-sale service, customer feedback, and complaint-management processes.
• Proficiency in Microsoft Excel, including pivot tables, lookups, data validation, charts, and management reporting; strong PowerPoint presentation skills.

Responsibilities

• Issue, Complaint & Root-Cause Management: Review agency-related issues and customer complaints to identify causes, assess impact, and coordinate corrective actions.
• Agency Engagement & Quality Awareness: Engage agency leaders on quality findings and develop practical communication materials on complaint prevention and onboarding.
• Business Quality Monitoring, Analytics & Reporting: Monitor CSAT, ASAT, complaint trends, and dashboards; translate data into actionable insights.
• Continuous Improvement: Recommend process and training improvements and coordinate with multiple teams to track and assess impact.

Skills

Data analytics

Stakeholder management

English proficiency

Bahasa Indonesia proficiency

Education

Bachelor's degree in business/finance/insurance or related field

Tools

MS Excel

PowerPoint

Job description

You are as unique as your background, experience and point of view. Here, you'll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do.

At Sun Life, we're driven by our Purpose: helping our Clients achieve lifetime financial security and live healthier lives. Our values shape how we work: caring, authentic, bold, inspiring, and impactful.

When you join Sun Life, you'll work with passionate colleagues and empowering leaders who support your growth and celebrate your contributions, so you can make a meaningful difference in our Clients' lives.

Discover how you can make a difference in the lives of individuals, families and communities around the world.

Job Description:

Quality Business in Agency Distribution is responsible for monitoring and analyzing business quality outcomes, including Welcome Call, CSAT, ASAT, and complaint results, to identify issues, determine root causes, drive quality awareness across the agency channel, and implement continuous improvement initiatives that enhance customer experience and business performance.

Objective:

The objectives of these positions are:

• A. Issue, Complaint & Root-Cause Management Review agency-related issues and customer complaints to identify the immediate cause, underlying process or behavior gap, customer impact, and recurring patterns. Coordinate corrective and preventive actions with accountable teams, monitor progress, and maintain evidence until closure. Escalate material or recurring issues through the appropriate governance forum with clear impact, ownership, target dates, and closure criteria.
• undefined B. Agency Engagement & Quality Awareness Engage Agency Leaders and advisors on recurring business-quality findings, customer feedback, and expected service and sales-quality behaviors.Develop concise, practical communication and socialization materials on complaint prevention, customer onboarding, responsiveness, clear explanation, and quality follow-up.Support agency discussions and action planning using evidence from business-quality monitoring and customer or agency feedback.
• undefined C. Business Quality Monitoring, Analytics & Reporting Monitor and analyze Welcome Call results, Customer Satisfaction (CSAT), Agency Satisfaction (ASAT), complaint trends, and other agreed business-quality indicators.Identify trends, key drivers, pain points, low-performing areas, recurring themes, and concentrations by relevant business dimensions.Prepare clear dashboards and management summaries that translate data into findings, implications, and recommended actions.
• undefined D. Continuous Improvement Use monitoring results, root-cause findings, customer feedback, and agency feedback to recommend process, communication, training, data, dashboard, or system improvements.Coordinate improvement initiatives with Distribution, Customer Service, Operations, Training, Product, Digital, Data, Compliance, and Risk teams, as applicable.Track agreed improvements and assess whether the action addresses the identified issue and reduces recurrence

Requirement

• Bachelor's degree in business, Finance, Insurance, Customer Experience, Data Analytics, Risk Management, or a related field.
• 2-5 years of relevant experience in business quality, customer experience, complaint management, agency operations, sales governance, service quality, or data analytics, preferably in insurance or financial services.
• Hands-on experience analyzing customer or agency surveys, Welcome Call results, complaints, service outcomes, or action plans is preferred.
• Familiarity with agency distribution and Indonesian life-insurance requirements is an advantage.
• Strong understanding of agency distribution, customer onboarding, post-sale service, customer feedback, and complaint-management processes.
• Practical knowledge of Welcome Call result categories, Customer Satisfaction (CSAT), Agency Satisfaction (ASAT), complaint themes, customer contactability, and relevant business-quality indicators.
• Ability to perform trend, driver, pain-point, concentration, and root-cause analysis and convert findings into clear actions.
• Proficiency in Microsoft Excel, including pivot tables, lookups, data validation, charts, and management reporting; ability to prepare clear PowerPoint presentations.
• Strong report-writing and presentation skills in English and Bahasa Indonesia.
• Good facilitation and stakeholder-management skills for working with Agency Leaders, advisors, Customer Service, Operations, Training, Product, Digital, Data, Compliance, and Risk teams.
• Understanding of issue management, action tracking, evidence-based closure, internal control, and the three-lines model.
• Ability to comm