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Sales Quality Manager


Job Purpose :

  • To be the liaison person to coordinate with the Distributions and Operational team in handling the operation matters especially in Policy Service and Claims for intermediaries improvement of sales quality matters.
  • To work closely with both Distribution and Operations teams and close out the gap to smooth the process and providing a high level of technical expertise to intermediaries.
  • The role is also responsible for the quality of the sales and operational management of small distinct local projects to ensure the supports in analysing, monitoring and controlling of the Intermediaries sales quality behaviors.


Job Accountabilities

Key Accountabilities:

  • Collaborate with, and actively supports, operations to maximize the positive impact on intermediaries and sales team.
  • Develop sales quality-operations red flag monitoring and proactively intervene to address the gap through process recommendation i.e. sales process, contest rules etc.
  • Successful implementation of projects such as mystery shopping, improve policies lapsation and replacement, improve persistence, medical claims ratio, survey, replacement of policies etc.
  • Select appropriate processes required to meet the project objectives.
  • Comply with requirements to meet stakeholder needs and expectations.


Additional Job Functions :

  • Based on the need of the project, manage internal and external relationships with sales team, operational team and vendors as required.
  • Manage projects in accordance and compliance with related methodologies and policies.


Business Accountabilities :

  • Coordinate and provide appropriate data and basic analysis for reporting to support management for improvement purpose.
  • Identify and comply with the main principles relevant to legal and regulatory controls that govern standard work practices.
  • Access various systems to process data and analyze this to facilitate decision making.
  • Monitor business processes to identify opportunities for improvement.
  • Test and evaluate Distribution and Intermediaries processes and systems and provide recommendations for improvement to facilitate the continuous development of efficient working practices.
  • Work closely with colleagues in other functions (e.g. Distribution and Operations).
  • Monitor performance of assigned distributors against set expectations, identify performance gaps, define actions or make recommendations to the organization´s leadership


Performance Management Accountabilities :

  • Model behaviors that demonstrate commitment to corporate values.
  • Provide input into performance management discussions of Business Liaison and Sales Quality Unit.
  • Educate Agency Force and business partners on area of Sales Quality.
  • Provide guidance and support for Agency Force.
  • Take action to manage own personal development and encourage others to do the same.


Contacts/Relationships :

  • Client Externally Focused - The job’s core deliverables rely on delivering service to distribution and intermediaries. Typically involves building relationships and support on the operational issues and quality enhancement.


  • Client Internally Focused - The job’s core deliverables rely on delivering service to internal clients, usually at the line manager or employee level. May involve sharing subject matter expertise to others in the organization or supporting others in their efforts to deliver on our promise.



Job Requirements :


  • Bachelor’s degree (or equivalent) and or 5 or more years of experience in related field
  • Experience in sales and familiar in handle the intermediaries and knowledge in operations and technical procedures.


  • From Life and Family Takaful Insurance industry background with more than 10 years of experience
  • Well versed with Microsoft application (Word, Excel and Power Point)



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