Head of Business Liaison & Sales Quality

About the role

The Head of Business Liaison & Sales Quality governs and elevates sales quality across all distribution channels for Zurich Insurance in Malaysia. The role acts as the primary liaison between Distribution and multiple business units, ensuring governance, risk detection and ethical sales conduct.

Key responsibilities

• Oversee end‑to‑end sales quality monitoring, including MLP fact‑find checks, early claim analysis and early surrender monitoring.
• Identify trends, perform root‑cause analysis and drive continuous improvement initiatives to reduce quality gaps.
• Monitor and investigate sales conduct risks such as duplicate contacts, non‑compliant social media posts and mis‑selling practices.
• Lead disciplinary actions and ensure consistent governance standards.
• Organise quarterly Sales Quality Monitoring Committee meetings and present insight‑driven reports to senior leadership.
• Support resolution of pending new business cases and collaborate with underwriting, policy servicing, claims, product, and finance teams.
• Serve as the primary liaison for agency associations, delivering clear communications and strengthening frontline understanding of sales and conduct requirements.
• Promote a culture of responsible, ethical sales through training, guidance and continuous communication.

Required profile

• Bachelor’s degree in Business, Finance, Risk Management, Compliance or related field.
• 8–10 years of insurance or takaful experience, with strong knowledge of distribution channels and agency operations.
• Proven ability to lead investigations, drive corrective actions and manage governance forums.
• Excellent communication, stakeholder management and problem‑solving skills.

Required skills

• Governance and risk mindset.
• Analytical thinking and data interpretation.
• Strong stakeholder management and communication abilities.
• Ethical judgement and decision‑making.
• Customer‑centricity and operational discipline.