Assistant Manager, Distribution Quality & Governance

FWD Group Management Holdings Limited; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Job summary

FWD Group Malaysia seeks an experienced professional to provide independent oversight of sales quality, customer outcomes, and distribution governance across Partnership Distribution. The role partners with the business to deliver objective challenge, governance oversight, and actionable insights that strengthen controls and improve performance.

The role requires strong analytical capabilities, experience with large data sets, dashboards, and management reporting, plus a curious, investigative

Qualifications

• Strong analytical and problem-solving capabilities.
• Comfortable working with large data sets, dashboards and management reporting.
• Curious, investigative and willing to challenge constructively.
• Able to translate data into meaningful business insights and recommendations.

Responsibilities

• Monitor business quality indicators including persistency, cancellations, complaints, free-look cases and customer outcomes.
• Identify emerging risks, red flags and deteriorating trends across distribution channels.
• Conduct root cause analysis and recommend corrective actions.
• Perform independent reviews of sales activities, documentation and customer fact-finds.
• Assess adherence to internal standards, regulatory requirements and sales quality expectations.
• Escalate significant concerns and support remediation efforts.
• Analyse sales, customer and operational data to identify trends, anomalies and improvement opportunities.
• Develop management dashboards, risk indicators and business quality reporting.
• Generate actionable insights to support informed decision-making.
• Support governance reviews, issue management and incident tracking.
• Monitor conduct-related issues, complaints and remediation actions.
• Ensure timely escalation and resolution of key governance concerns.
• Conduct thematic reviews and deep-dive investigations into identified risk areas.
• Provide constructive challenge to business stakeholders on sales quality and governance matters.
• Recommend enhancements to controls, processes and monitoring frameworks.

Skills

Strong analytical

Problem-solving

Data analysis

Dashboards

Management reporting

Curious / investigative

Job description

About FWD Group

FWD Group (1828.HK) is a pan-Asian life and health insurance business that serves approximately 40 million customers across 10 markets, including BRI Life in Indonesia. FWD’s customer-led and tech-enabled approach aims to deliver innovative propositions, easy-to-understand products and a simpler insurance experience. Established in 2013, the company operates in some of the fastest-growing insurance markets in the world with a vision of changing the way people feel about insurance. FWD Group is listed on the main board of the Hong Kong Stock Exchange under the stock code 1828. For more information, please visit www.fwd.com

About FWD Takaful Berhad

FWD Takaful Berhad (“FWD Takaful”) is a takaful provider in Malaysia that offers family takaful services. FWD Takaful is licensed under the Islamic Financial Services Act 2013 and is regulated by Bank Negara Malaysia. FWD Takaful is a takaful business unit of FWD Group. Visit https://www.fwd.com.my

Join us

We’re proud to be a company that encourages and nurtures fearless innovation in achieving our vision of changing the way people feel about takaful.

Our teams come from a wide variety of industries and backgrounds because we value developing a truly diverse pool of talent that brings different perspectives and experiences.

Our values - committed, innovative, proactive, open, and caring - define who we are and what we do as we work together to bring our vision to life, every single day.

This role provides independent oversight of sales quality, customer outcomes, and distribution governance across Partnership Distribution. The incumbent will serve as a trusted partner to the business by providing objective challenge, governance oversight, and actionable insights that strengthen controls, improve sales quality, and enhance overall distribution performance.

Business Quality & Risk Monitoring

• Monitor business quality indicators including persistency, cancellations, complaints, free-look cases and customer outcomes.
• Identify emerging risks, red flags and deteriorating trends across distribution channels.
• Conduct root cause analysis and recommend corrective actions.

Sales Quality Review & Oversight

• Perform independent reviews of sales activities, documentation and customer fact-finds.
• Assess adherence to internal standards, regulatory requirements and sales quality expectations.
• Escalate significant concerns and support remediation efforts.

Data Analytics & Insights

• Analyse sales, customer and operational data to identify trends, anomalies and improvement opportunities.
• Develop management dashboards, risk indicators and business quality reporting.
• Generate actionable insights to support informed decision-making.

Governance & Conduct Management Support

• Support governance reviews, issue management and incident tracking.
• Monitor conduct-related issues, complaints and remediation actions.
• Ensure timely escalation and resolution of key governance concerns.

Independent Challenge & Continuous Improvement

• Conduct thematic reviews and deep-dive investigations into identified risk areas.
• Provide constructive challenge to business stakeholders on sales quality and governance matters.
• Recommend enhancements to controls, processes and monitoring frameworks.

Requirement

• 4-8 years' experience in insurance, takaful, bancassurance, governance, audit, compliance, risk, operations or business analytics.
• Strong analytical and problem-solving capabilities.
• Comfortable working with large data sets, dashboards and management reporting.
• Curious, investigative and willing to challenge constructively.
• Able to translate data into meaningful business insights and recommendations.

FWD Group (1828.HK) is a pan-Asian life and health insurance business that serves approximately 40 million customers across 10 markets, including BRI Life in Indonesia. FWD’s customer-led and tech-enabled approach aims to deliver innovative propositions, easy-to-understand products and a simpler insurance experience. Established in 2013, the company operates in some of the fastest-growing insurance markets in the world with a vision of changing the way people feel about insurance. FWD Group is listed on the main board of the Hong Kong Stock Exchange under the stock code 1828. For more information, please visit www.fwd.com

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