Head of Business Liaison & Sales Quality

Responsibilities : 

The role is responsible for governing, monitoring, and elevating sales quality across all distribution channels while serving as the primary liaison between Distribution and multiple business units. The role ensures strong governance, effective sales conduct monitoring, early risk detection, and seamless communication with agency partners. This leader drives a culture of responsible sales, regulatory alignment, and operational discipline to support sustainable business growth.

Key Responsibilities : 

1. Sales Quality Monitoring & Assurance

• Oversee end-to-end sales quality monitoring, including:

• • MLP (Customer Fact Find) quality checks
  • Early claim analysis with focus on medical claim ratio
  • Early surrender/withdrawal monitoring

• Identify trends and perform root-cause analysis to address quality gaps.
• Drive continuous improvement initiatives to strengthen customer-centric sales behaviours and reduce risk.

2. Sales Conduct Governance

• Monitor and investigate sales conduct-related risks, including:

• • Duplicate customer contact details
  • Non-compliant social media postings
  • Naming of agent as nominee
  • Adverse findings from welcome call reviews

• Lead investigations into unethical agency conduct and mis-selling practices.
• Execute disciplinary actions for proven customer complaint cases and ROP/ROC repeat offenders, ensuring fairness, consistency, and adherence to governance standards.

3. Reporting & Governance Forums

• Organise quarterly Sales Quality Monitoring Committee (SQMC) reporting and meetings.
• Produce and present Quarterly Sales Quality Reports to AD/Sales Teams.
• Provide insights and recommendations to senior leadership on emerging risks and improvement opportunities.

4. Case Management & Cross-Functional Collaboration

• Monitor and support resolution of pending new business cases, including negotiations with Underwriting.
• Participate in implementation of changes or initiatives from:

• • Policy Servicing
  • Claims
  • Product & Proposition
  • Finance

• Ensure sales quality considerations are embedded into operational processes and product rollouts.

5. Business Liaison & Stakeholder Engagement

• Serve as the primary liaison for agency association, ensuring timely and clear dissemination of information and correspondences.
• Strengthen frontline understanding of sales and conduct requirements through regular update.
• Build strong working relationships with Distribution, Compliance, Risk, Operations, and other business partners.

6. Culture Building, Training & Capability Development

• Promote a culture of responsible and ethical sales through structured guidance and engagement.
• Work with Training teams to integrate sales quality and conduct standards into learning programs.
• Reinforce regulatory and internal policy expectations through continuous communication and shared learning.

Performance Management Accountabilities : 

• Reduction in quality-related issues (MLP IQC fails, early claims, early termination)
• Improved compliance behaviour from agency force.
• Lead investigations into potential misconduct and ensure disciplinary actions are applied consistently, fairly, and within agreed SLAs.
• Produce accurate, insight-driven Sales Quality reports for quarterly AD/Sales Team and SQMC meeting. 
• Oversee and expedite resolution of pending new business cases, including underwriting negotiation.
• Represent Distribution in cross-functional initiatives (Policy Servicing, Claims, Products, Finance).
• Champion an ethical, customer-focused sales culture. Lead engagement sessions, roadshows, and sharing of best practices.

Qualification : 

• Bachelor’s degree in Business, Finance, Risk Management, Compliance, or related fields.
• Minimum 8–10 years of experience in insurance,.
• Strong understanding of insurance/takaful distribution channels and agency operations as well as sales conduct frameworks.
• Ability to lead investigations, drive corrective actions, and manage governance forums.
• Excellent communication, stakeholder management, and problem-solving skills 

Technical Skills : 

• Governance & risk mindset
• Analytical thinking & data interpretation.
• Strong stakeholder management and communication abilities.
• Ethical judgement & decision-making.
• Ability to manage multiple priorities and meet tight deadlines.
• Customer-centricity
• Operational discipline & execution excellence.
• Ability to lead cross-functional initiatives and drive continuous improvement.

At Zurich we are proud of our culture. We are passionate about Diversity and Inclusion. We want you to bring your whole self to work we have a diverse mix of customers, and we want our employee base to reflect that.
Our diversity and inclusion initiatives are creating an environment where everyone feels welcome regardless of protected characteristics.

With the above in mind, we accept applications from everyone regardless of your background, beliefs, or culture.
We are committed to continuous improvement, and we offer access to a comprehensive range of training and development opportunities. Zurich is passionate about supporting employees to help others by getting involved in volunteering, charitable and community activity.

So, make a difference. Be challenged. Be inspired. Be supported, Love what you do. Work for us.

You are the heart & soul of Zurich! 

At Zurich, we like to think outside the box and challenge the status quo. We take an optimistic approach by focusing on the positives and constantly asking What can go right? We highly value the experience and know-how of our employees and offer a wide range of opportunities across business areas to encourage you to apply for new opportunities within Zurich when you are ready for your next career step. We’re proud to have earned Great Place To Work® Certification™. Our company culture is our top priority! #GPTWcertified

Let’s continue to grow together!

Location(s): MY - Kuala Lumpur
Schedule: Full Time
Recruiter name: Jesreena Kaur