Lead, Sales Review & Quality

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.

The Team Lead reports to Head of Sales Surveillance and Investigation. We are seeking an experienced and meticulous Team Lead to oversee the Balanced Scorecard (BSC) framework and ensure ongoing compliance with regulatory requirements.

The ideal candidate will play a key role in driving performance assessment, governance, and regulatory adherence within the financial advisory business while also managing a team responsible for the reviews, monitoring and reporting under BSC framework.

Job Description:

You will manage and oversee team members in assisting the Head of Sales Surveillance and Investigation to deliver the following key deliverables:

Balanced Scorecard (BSC) Framework

• Lead the continuous enhancement of the BSC framework.
• Monitor compliance with relevant regulatory requirements.
• Collaborate with business units and stakeholders to align BSC metrics with internal governance and sales and conduct standards.
• Guide the team members in conducting checks required under the BSC framework, including documentation review of sales documents, mystery shop cases, client surveys and BSC validation of misconduct and mystery shopping cases.
• Lead internal audits or reviews related to BSC
• Prepare regular management reports, dashboards and regulatory submissions.

Internal Reviews / Monitoring

• Oversee the review of customer call-backs to ensure call-backs are carried out in accordance to the requirements

Investigation

• Investigate into any serious misconduct or allegations in a fair, independent and prompt manner. This includes putting up investigation reports to ensure compliance with regulatory and company requirements, with appropriate follow up actions.

Others

• Undertake ad-hoc tasks, projects or reviews
• Participate in consultations/surveys of regulatory requirements and industry guidelines relating to the MAS Balanced Scorecard framework where required.
• Work with agency force to understand their business processes/procedures, provide guidance and oversight to identify gaps through detailed gap analysis and implement appropriate follow-up actions (e.g. develop/change processes in a sustainable manner, institute policy/SOPs etc) to close gaps in a timely manner to address regulatory/industry changes and PACS/PCA requirements.

Who we are looking for:

Competencies & Personal Traits

• Self-motivated and driven
• Analytical and attentive to details
• Good problem-solving skills
• Good communication skills
• Good understanding of the insurance industry and operations
• Good knowledge of regulations in particular FAA-N20, FAA-G14 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 5-7 years of experience in a compliance role in a financial institution or similar
• Preferably with experience in dealing with Distribution functions and/or regulators

Professional Qualifications:

• Preferably with Insurance-related certifications (e.g. FLMI (LOMA), CMFAS Module 5, 9, 9A, M8, M8A & Health Insurance

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.