Business Governance, Specialist

AIA Group; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Job summary

AIA Group is seeking a role focused on assessing high-risk Bank Financial Executive activities within the Partnership Distribution channel. The candidate will monitor risk indicators, support governance frameworks, and collaborate with Sales Compliance and Bank Partners to minimize misconduct and improve customer outcomes.

The position requires data analytics skills, a background in insurance, and experience with regulatory requirements.

Qualifications

• Basic to intermediate level of data analytics skills.
• Degree holder in Business Administration / Statistics / Insurance with minimum 5 years of experience in the insurance industry.
• Experience in Life Insurance product, operation, sales compliance, distribution channel, regulatory and internal requirement on ethical sales practices.
• Proficient in Microsoft Word, Excel, and PowerPoint.

Responsibilities

• Monitor and report high-risk bank sales staff and related risks in Partnership Distribution.
• Assist in enhancing the Business Governance framework and compliance with BNM/LIAM requirements.
• Follow up on escalated cases under sales dispute and ensure cases are resolved within defined timelines.

Skills

Data analytics

MS Excel

MS Word

PowerPoint

Teamwork

Education

Degree in Business Administration / Statistics / Insurance

Tools

Microsoft Word

Microsoft Excel

Microsoft PowerPoint

Job description

Create connections that move people and business forward. At AIA, your customer insight, commercial expertise and ideas can contribute to our Purpose of helping millions of people live Healthier, Longer, Better Lives. Across our diverse markets, you will take on meaningful challenges, collaborate with talented colleagues and turn insight into engaging experiences, trusted relationships and sustainable growth for our customers and communities. Join us to shape how people engage with health, wellbeing and protection, grow through new experiences and extend your impact across Asia.

About the Role This position is responsible for assessing and identifying any high-risk Bank Financial Executive through monitoring key risk indicators in Partnership Distribution channel, which requires adequate analytical skills and experience in handling datasets and Complaint Management. To spearhead the First Line of Defense within the Partnership Distribution channel to uphold the Business Governance of PD, through constant monitoring, effective communication with stakeholders and Bank Partners and strategic initiatives for continuous improvement with reference to the PD Business Quality and Governance Framework.

Roles and Responsibilities:

• 1. Business Governance Monitoring Reporting To assess, validate and report abnormal trends found in review of Customer Fact Find form and Welcome call with reference to the Business Quality and Governance (BQG) Framework. To assist enhance the existing BQG framework for detection, assessment and minimization of Bank sales staff related sales misconduct, mis-selling and other financial related offences. To compile and prepare monthly Complaints Statistics report to highlight bank sales staff with high complaints and the common nature of complaint / dispute by customers for sales staff awareness and to mitigate such complaints and make best effort to reduce complaints to zero where possible. To assist and compile MCC meeting minutes within 3 WDs after bi-monthly MCC meeting held for HOD review. To spearhead the First Line of Defense within the Partnership Distribution channel in collaboration with Sales Compliance to monitor, detect, assess/investigate and report High Risk Bank sales staff and other potential related risk areas in order to minimize the risk of sales misconduct, market abuse, mis-selling, intermediary fraud and other financial crime related offences with reference to the Reprimand Guidelines and BQG Framework. To initiate and engage discussion(s) with Sales Heads upon detection of unusual sales pattern and behavior to gather more information for further assessment and to provide advice to the Bank sales staff and PD Sales Team for continuous learning and improvement in their overall sales performance and business quality/governance. To assist in preparing statistics for the Annual CFF Quality Review and findings to highlight bank sales staff with poorly conducted customer fact finding at point of sales for improvement and enhance customer
• 2. Governance Conduct awareness session within the division on any new implementation of sales compliance requirement to sales team / bank partner when there is new requirements / direction from Local Group Compliance / BNM. To assist review and follow up on BNM gap analysis review internally as well as liaising with Regulatory Compliance to work toward closing any gaps that are identified or require revising of existing processes / procedures. To assist and ensure all SOPs / Process Flow within the Business Governance are up-to-date and updated in CPP portal. To assist and support business governance team on BNM thematics review, Group Internal Audit, Local Compliance audit and BNM audit as and when required.
• 3. Other Tasks To follow up closely with sales team on all escalated cases under sales dispute, unreachable / invalid contact, spoken to 3rd party and etc received from welcome call team to ensure bank sales staff revert with a solution and outcome of the feedback raised by customers and close the outstanding cases within the TAT of 21 WDs. To identify and provide early warnings to superior on potential business quality risk. To ensure all welcome calls / post sales call / 1Customer1Call logged in Case360 under Partnership Distribution – Bancassurance are closed and completed within 21 WDs. To assist in bi-annually mystery shopping exercise project planning and engagement with vendor. To assist in handling Bancassurance and Telemarketing sales dispute and complaint raised by customers. To assist and work with PD Academy team in enhancing training materials to ensure all Bank sales staff are trained and updated with latest BNM/LIAM requirements to mitigate breach of regulatory compliance. To assist in business governance project enhancement to align with BNM/LIAM/Local Group Compliance requirements on latest sales / compliance regulation. Performs other responsibilities and duties periodically assigned by supervisor in order to meet business governance operational and/or other requirements.

Minimum Job Requirements:

Basic to intermediate level of data analytics skills are required. Degree holder in Business Administration / Statistics / Insurance or other related courses with minimum 5 years of experience in the insurance industry. Added advantages with experience in Life Insurance product, operation, sales compliance, distribution channel, regulatory and internal requirement on ethical sales practices. Proficient in using Microsoft Words, Excel, and PowerPoint. Result oriented and takes pride in the quality of work, continuously drive process improvements to achieve results.

Other skills:

Organised or structured. Independent and able to work under pressure to meet tight deadline with minimal supervision. Resourceful and reliable in following up and completing task. Good working attitude and teamwork #LI-DNI

Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives.