As the Senior Manager, Retail Financial Service Management Support, you will lead a cross-functional team to provide comprehensive administrative and management support to Retail Financial Services (RFS), ensuring business excellence and compliance in the life insurance industry.
Key Responsibilities:
- Oversee management reporting, performance tracking, and KPI achievement for Business Centres, Retail Assurance, and Branch Services.
- Collaborate with Group Centre and Branch Managers to drive clusters’ performance, ensuring sales and service KPIs are met.
- Develop and execute sales tactical campaigns tailored to enhance sales KPIs, while conducting annual reviews of incentive schemes and performance indicators.
- Facilitate key meetings, including sales and service meetings for Business Centres and Branch Services, and organize bonding and team-building events.
- Lead annual budgeting, proactive expense management, and accrual reviews for the department.
- Drive lead conversion initiatives, optimizing opportunities through lead campaigns and sales tactics.
- Proactively manage sales and service headcount, overseeing recruitment, onboarding, and addressing attrition challenges.
- Plan and execute major sales events, conventions, and roadshows, working closely with internal and external stakeholders.
- Serve as the department's Risk and Compliance representative, ensuring adherence to MAS guidelines and regulations such as Fair Dealing and PDPA.
- Foster a robust sales-compliant culture within RFS by inculcating ethical selling behaviors among advisors and managers.
- Partner with key stakeholders to address and resolve compliance or audit gaps swiftly.
- Lead initiatives to enhance service levels at branches, promoting a culture of exemplary customer service.
- Develop collaborative activities that align sales and service teams to work effectively towards common goals.
- Work with internal stakeholders to drive continuous process improvements and new projects, enhancing operational efficiency.
- Collaborate with HR and Distribution Talent Centre to establish a structured training curriculum for advisors and managers.
- Oversee the annual learning budget and facilitate regular reviews of career progression paths for sales and service roles.
Requirements:
- Minimum of 8-10 years of proven experience in branch operations, customer service, compliance, and training within the life insurance industry.
- In-depth knowledge of MAS guidelines, regulatory requirements, and industry-specific compliance.
- Strong leadership, interpersonal, and communication skills, with proficiency in MS Office and PowerPoint.
- Effective presentation skills and a solid understanding of sales and service management best practices in the insurance sector.
