Sales Surveillance Specialist

Prudential Assurance Company Singapore; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

Prudential Assurance Company Singapore is seeking a Sales Surveillance Officer to support the Lead in administering conduct risk and Balanced Scorecard frameworks. You will assess appeals related to policy replacements and help raise sales advisory standards across the company.

The role requires familiarity with MAS regulations and experience in sales quality, with at least 4 years in sales review or related functions. Degree or diploma is expected, with insurance certifications preferred.

Qualifications

• Degree or Diploma in any discipline.
• Preferably with insurance related certifications.
• Analytical and attentive to detail; able to interpret regulatory guidance.

Responsibilities

• Administer the MAS Balanced Scorecard (BSC) framework.
• Set sales advisory standards and collaborate with internal & external stakeholders to raise standards.
• Conduct checks under the BSC framework: document reviews, client surveys, and BSC validation of misconduct and mystery shopping cases.
• Meet BSC framework requirements through pre- and post-transaction quality reviews.
• Review Mystery Shop findings and classify infractions based on materiality.
• Conduct trend analysis on MSE findings and implement corrective actions.
• Review customer call-backs for compliance with requirements and recommend actions.
• Facilitate appeals, ensuring fair, timely, and consistent handling.
• Monitor completion of requirements by sales representatives and support agency force awareness.

Skills

Analytical

Attention to detail

Self-motivated

Regulatory knowledge

Education

Degree / Diploma in any discipline

Insurance certifications

Job description

Prudential’s purpose is to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured, for our people, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and we support our people’s career ambitions. We pledge to make Prudential a place where you can Connect, Grow, and Succeed.

Job Profile Summary

The role of the Sales Surveillance Officer reports to Lead, Sales Review & Quality. You are required to support the Lead in administering the conduct risk framework and Balanced Scorecard framework, setting sales advisory standards for the company.

You will be assessing appeals from the agency force pertaining to replacement of policies and recommending whether to consider or reject such appeals. This role requires you to be familiar with regulatory requirements on sales advisory standards and replacement of policy guidelines. In addition, you will work with the Learning & Development team to raise the business quality and sales advisory standards.

Job Description

• Administration of the MAS Balanced Scorecard (BSC) framework.
• Assist to set the sales advisory standards and collaborate with internal & external stakeholders to support and raise the standards of sales advisory in the Company.
• Conducting checks required under the BSC framework, including documentation review of sales documents, client surveys and BSC validation of misconduct and mystery shopping cases.
• Meet the requirements of the regulatory Balanced Scorecard (BSC) Framework through the delivery of pre and post-transaction sales quality at organizational level.
• Review Mystery Shop findings and classify infractions based on the materiality of findings
• Conduct trend analysis on MSE findings and implement appropriate measures /actions.
• Perform review of customer call-backs to ensure call-backs conducted by agency leaders are carried out in accordance to the requirements.
• Recommend appropriate actions for findings observed in the call-backs.
• Facilitation of appeals, ensuring appeals are handled in a fair, timely, and consistent manner.
• Monitor the completion of requirements (i.e. Joint Field Work, Coaching, training) by sales representatives.
• Support Team Lead in engaging Agency Force to increase awareness and knowledge on BSC and MSE as well as improve the quality of sales documentation. This includes having continued support to handle agency force queries and driving initiatives to improve business quality.
• Undertake ad-hoc tasks, projects or reviews as directed by Lead, Sales Review & Quality /Head of Sales Surveillance.

Who We Are Looking For

• Self-motivated and driven.
• Analytical and attentive to details.
• Basic understanding of the insurance industry and operations.
• Basic knowledge of regulations and industry guidelines applicable to the insurance/financial industry such as Insurance Act, Financial Advisers Act (FAA) and its subsidiary regulations, Monetary Authority of Singapore (MAS) regulations, Central Provident Fund (CPF) Board regulations, Life Insurance Association (LIA) guidelines.

Working Experience

• At least 4 years of working experience in sales or in review of fact find recommendation

Education / Professional Qualification

• Degree / Diploma in any discipline
• Preferably with insurance related certifications

Prudential is an equal opportunity employer. We provide equality of opportunity of benefits for all who apply and who perform work for our organisation irrespective of sex, race, age, ethnic origin, educational, social and cultural background, marital status, pregnancy and maternity, religion or belief, disability or part-time / fixed-term work, or any other status protected by applicable law. We encourage the same standards from our recruitment and third-party suppliers taking into account the context of grade, job and location. We also allow for reasonable adjustments to support people with individual physical or mental health requirements.