Head of Business Liaison & Sales Quality (Kuala Lumpur, MY)

Zurich Insurance
Kuala Lumpur
Workplace: OnsiteFull timeFunction: Quality & Regulatory (Non-Software)Experience: 8-10 yearsEducation: bachelorsSkills: ["Communication","Stakeholder management","Problem-solving"]

Lead governance of sales quality across all distribution channels, acting as the primary liaison between Distribution and multiple business units. Drive risk detection, regulatory alignment, and operational discipline to support sustainable growth, with responsibilities spanning monitoring quality, governance of sales conduct, reporting, cross-functional collaboration, and stakeholder engagement.

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FursaFursa
Zurich Insurance
Zurich Insurance
4 months ago

Head of Business Liaison & Sales Quality (Kuala Lumpur, MY)

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Last checked: 10 hours agoStatus: Live

Job Summary

Lead governance of sales quality across all distribution channels, acting as the primary liaison between Distribution and multiple business units. Drive risk detection, regulatory alignment, and operational discipline to support sustainable growth, with responsibilities spanning monitoring quality, governance of sales conduct, reporting, cross-functional collaboration, and stakeholder engagement.
Location: Kuala Lumpur
Workplace: Onsite
Employment Type: Full time
Job Function: Quality & Regulatory (Non-Software)
Seniority: Director level

Key Responsibilities

  • •Oversee end-to-end sales quality monitoring across all distribution channels, including MLP (Customer Fact Find) quality checks, early claim analysis with focus on medical claim ratio, and 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
  • •Monitor and investigate sales conduct-related risks, including duplicate customer contact details, non-compliant social media postings, naming of agent as nominee, and adverse findings from welcome call reviews
  • •Lead investigations into unethical agency conduct and mis-selling practices; execute disciplinary actions for proven cases
  • •Organise quarterly Sales Quality Monitoring Committee (SQMC) reporting and meetings; produce and present Quarterly Sales Quality Reports to AD/Sales Teams; provide insights to senior leadership on risks and improvements

Key Requirements

  • •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
Experience:8-10 yearsInsurance
Education:Bachelor's
Skills:CommunicationStakeholder managementProblem-solving

Company Brief

Zurich Insurance
Zurich Insurance Group is a global insurance company offering a wide range of general insurance and life insurance products and services to individuals, small businesses and large corporations across multiple markets worldwide.
Industry: Insurance
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Zurich, Switzerland
Founded: 1872
Glassdoor
Glassdoor: 3.7
WebsiteLinkedIn