Customer Fact Find Analyst

Great Eastern; Kuala Lumpur; On-site; MYR 90,000 - 150,000; Full time

Job summary

Great Eastern in Malaysia seeks an experienced Training Lead to design and deliver CFF advisory training content, including needs-based selling and financial planning concepts, for agency and bancassurance distribution channels.

You will develop instructor-led programmes, create scalable e-learning modules, conduct post-training evaluations, and collaborate with stakeholders to continually improve content, ensuring regulatory understanding and customer-centric outcomes.

Qualifications

• Bachelor’s degree in business, Finance, Economics, Statistics, or a related field.
• Minimum 5 years' experience in financial services, preferably in agency training, compliance, or market conduct.
• Strong training, facilitation, and stakeholder management skills.

Responsibilities

• Design and develop training programmes on CFF best practices, needs-based selling, and financial planning concepts.
• Deliver instructor-led training programmes to intermediaries and ensure broad adoption of CFF standards.
• Develop and maintain scalable e-learning modules for learning solutions.
• Conduct post-training evaluations to measure effectiveness and identify improvements.
• Engage agency focus groups and stakeholders to refresh training content and delivery.
• Provide retraining and coaching to intermediaries not meeting CFF standards as needed.
• Share feedback with managers to improve review processes and training effectiveness.
• Stay updated on CFF best practices, regulatory developments, and industry guidelines.
• Support CFF review activities and follow-up processes as required.
• Identify and mitigate business and regulatory compliance risks; monitor industry developments to protect the company.

Skills

Training delivery

Stakeholder management

Need-based selling

Regulatory compliance

Analysis / data interpretation

Education

Bachelor's degree in Business, Finance, Economics, Statistics, or related discipline

Job description

Support the Agency and Bancassurance distribution channels in the end-to-end implementation of LIAM's Best Practices for Evaluating Advisory Processes and Recommendations based on Customer Fact Find (CFF) forms completed by Agents, Representatives, and Bancassurance Sales Staff of Life Insurance Companies and Family Takaful Operators (ITOs). The role is responsible for leading the design and development of training and communication materials, as well as delivering training programmes on CFF best practices. The objective is to ensure intermediaries are equipped with the knowledge, skills, and regulatory understanding required to uphold proper advisory practices, ethical selling standards, and customer-centric outcomes.

• Design and develop training programmes on CFF best practices, needs-based selling, and financial planning concepts as key components of the agency training curriculum.
• Deliver instructor-led training programmes to both new and existing intermediaries, ensuring broad adoption of CFF best practices and advisory standards.
• Develop and maintain e-learning modules to provide scalable and efficient learning solutions for intermediaries.
• Conduct post-training evaluations to measure programme effectiveness and identify opportunities for improvement.
• Engage agency focus groups and stakeholders to periodically review and enhance training content and delivery approaches.
• Provide retraining and coaching, in collaboration with the immediate supervisor where necessary, to intermediaries who do not meet the required CFF review standards.
• Share feedback and insights with team managers and colleagues to continuously improve review processes, interventions, and training effectiveness.
• Stay updated on CFF best practices, regulatory developments, and industry guidelines, and incorporate relevant changes into training programmes in a timely manner.
• Support CFF review activities and follow-up processes as a secondary responsibility when required.
• Take accountability for identifying, assessing, and managing business and regulatory compliance risks, and implement appropriate mitigation measures.
• Maintain awareness of industry developments, emerging regulatory requirements, risks, threats, and technological advancements to better protect and safeguard the company.
• Proactively identify, elevate, and share potential risks, concerns, and best practices in risk management and compliance.

We are looking for people with

• A Bachelor’s degree in business, Finance, Economics, Statistics, or a related discipline.
• Minimum of 5 years' experience in the financial services industry, preferably in agency training, agency support, market conduct, compliance, or related functions.
• Strong training and facilitation skills.
• Sound knowledge of need-based selling and financial planning concepts.
• Strong analytical, problem-solving, and critical-thinking capabilities.
• Experience in data interpretation and statistical analysis.
• Excellent interpersonal, communication, and stakeholder management skills.
• Strong presentation and coaching abilities.
• High level of integrity and professionalism.
• Strong sense of ownership and accountability.
• Positive attitude and ability to work effectively in a team environment.
• Proactive, results-oriented, and committed to continuous improvement.
• Adaptable and open to change in a dynamic business environment.

How you succeed

• Champion and embody our Core Values in everyday tasks and interactions
• Demonstrate high level of integrity and accountability
• Take initiative to drive improvements and embrace change
• Take accountability of business and regulatory compliance risks, implementing measures to mitigate them effectively
• Keep abreast with industry trends, regulatory compliance, and emerging threats and technologies to understand and highlight potential concerns/ risks to safeguard our company proactively

Who we are

Founded in 1908, Great Eastern is a well-established market leader and trusted brand in Singapore and Malaysia. With over S$100 billion in assets and more than 16 million policyholders, including 12.5 million from government schemes, it provides insurance solutions to customers through three successful distribution channels – a tied agency force, bancassurance, and financial advisory firm Great Eastern Financial Advisers. The Group also operates in Indonesia and Brunei.

The Great Eastern Life Assurance Company Limited and Great Eastern General Insurance Limited have been assigned the financial strength and counterparty credit ratings of "AA-" by S&P Global Ratings since 2010, one of the highest among Asian life insurance companies.

Great Eastern is a subsidiary of OCBC, the longest established Singapore bank, formed in 1932. It is the second largest financial services group in Southeast Asia by assets and one of the world’s most highly-rated banks, with an Aa1 rating from Moody’s and AA- by both Fitch and S&P. Recognised for its financial strength and stability, OCBC is consistently ranked among the World’s Top 50 Safest Banks by Global Finance and has been named Best Managed Bank in Singapore by The Asian Banker.