Agency Quality & Distribution Insights Lead

Sun Life Of Canada Philippines Incorporated

Indonesia

Sur place

IDR 180 000 000 - 300 000 000

Plein temps

Il y a 3 jours

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Résumé du poste

Sun Life Of Canada Philippines Incorporated seeks a Quality Business professional in Agency Distribution to monitor and analyze outcomes such as Welcome Call, CSAT, ASAT and complaints, driving improvement across the agency channel. You will coordinate actions, develop concise communications, build dashboards, and present findings to leadership.

Strong Excel and PowerPoint skills, English and Bahasa Indonesia, and experience with data analytics are valued.

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.

Responsabilités

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.
Monitor and analyze Welcome Call results, CSAT, ASAT, complaint trends, and other agreed business-quality indicators; prepare dashboards and management summaries.