Sales Surveillance Officer

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 Description:

Balanced Scorecard (BSC) Framework

• Administration 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.

Replacement of Policy (ROP)

• Executing the end-to-end ROP appeal assessment
• Assessing ROP appeals and approver for their assessment.
• Managing agency distribution and clients’ call-backs.

Mystery Shop Exercise

• Review Mystery Shop findings and classify infractions based on the materiality of findings
• Conduct trend analysis on MSE findings and implement appropriate measures /actions.

Review and Monitoring

• 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.
• Monitor the completion of requirements (i.e. Joint Field Work, Coaching, training) by sales representatives.

Engagement with the Agency Force

• Support Team Lead in conducting training to 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.

Others

• Undertake ad-hoc tasks, projects or reviews as directed by Lead, Monitoring and Reporting /Head of Sales Surveillance.

Who we are looking for:

Competencies & Personal Traits

• 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 3-5 years of experience in a compliance role in a financial institution or similar.
• Preferably with experience in dealing with Distribution functions.

Professional Qualifications:

• Preferably with Insurance-related certifications (e.g. FLMI (LOMA), CMFAS Module 5, 9, 9A & Health Insurance).

Education:

• Degree, preferably in Business, Insurance or Finance related fields.

Language:

• Strong command of the English language.

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.