Agency Quality & Insights Leader

Sunlife; Jakarta Selatan; Sur place; IDR 180 000 000 - 300 000 000; Plein temps

Résumé du poste

Sun Life Indonesia is seeking a Quality Business in Agency Distribution who will monitor and analyze Welcome Call results, CSAT, ASAT, and complaint trends to drive improvement across the agency channel. You will identify root causes, coordinate corrective actions with cross-functional teams, and escalate key issues with clear ownership and targets.

You should have a bachelor’s degree and 2–5 years in business quality, customer experience, or data analytics, with strong Excel skills, data

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, preferably in insurance or financial services.
• Hands-on experience analyzing surveys, Welcome Call results, complaints, service outcomes, or action plans.
• Familiarity with 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; 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.

Responsabilités

• Issue, Complaint & Root-Cause Management across the agency channel.
• Review agency-related issues and customer complaints to identify causes, impacts, and recurring patterns.
• Coordinate corrective and preventive actions with accountable teams; monitor progress and document closures.
• Escalate material or recurring issues with clear ownership, target dates, and closure criteria.
• Engage Agency Leaders and advisors on quality findings and develop practical communication materials.

Connaissances

Data analytics

Excel

Stakeholder management

Root-cause analysis

Formation

Bachelor’s degree

Outils

Excel

Description du poste

Sun Life Indonesia is seeking a Quality Business in Agency Distribution who will monitor and analyze Welcome Call results, CSAT, ASAT, and complaint trends to drive improvement across the agency channel. You will identify root causes, coordinate corrective actions with cross-functional teams, and escalate key issues with clear ownership and targets.

You should have a bachelor’s degree and 2–5 years in business quality, customer experience, or data analytics, with strong Excel skills, data