MetLife

Due to the retirement of the previous incumbent, we are seeking a Head of Sales Quality Assurance (SQA) to lead sales quality, compliance, and governance across sales channels, in close collaboration with Compliance and Risk Management functions.

The Head of Sales Quality Assurance (SQA) is the senior leader responsible for driving the enhancement of sales quality across agencies and sales offices, ensuring strict compliance with laws and regulations, and strengthening governance across the sales organization. While maintaining an appropriate level of independence from frontline sales operations, this position works closely with the Compliance and Risk Management functions and leads the realization of customer-oriented business operations and sound sales activities through control, monitoring, and guidance over sales channels.

• Develop and drive cross-functional policies and strategies for sales quality and solicitation management across the sales organization
• Design, enhance, and oversee governance and internal controls for each sales channel
• Oversee monitoring, inspection, and remediation processes for sales activities and agency operations
• Lead the compliance management function, including responses to applicable laws, regulations, and supervisory guidelines
• Promote recurrence prevention and risk management in relation to misconduct incidents, customer complaints, and other issues
• Lead the design and enhancement of the sales management framework, including management of agencies and sales representatives
• Manage the overall operations of the SQA organization and raise the level of governance across the function

Experience:

• Experience in compliance, risk management, or related areas within a life insurance company
• Experience in designing, implementing, and managing controls in one or more of the following areas: compliance, risk management, or internal control
• Experience in stakeholder management, reporting, and communication with senior management and/or regulatory authorities

Knowledge:

• Knowledge of applicable laws, regulations, and supervisory guidelines, including the Insurance Business Act
• Basic understanding of sales management and agency management
• Knowledge of internal control, monitoring, and compliance frameworks

Skills:

• Strategic thinking
• Decision-making, influencing skills, and cross-functional leadership
• Collaboration and relationship-building skills