Manager – Sales Quality & Business Governance

Sales Quality Assurance

• Conduct regular reviews of telesales activities, sales journeys, and customer interactions to assess quality and compliance with internal policies and regulatory requirements.
• Develop and maintain QA scorecards, sampling methodologies, and review standards.
• Identify quality issues, root causes, and improvement opportunities through call reviews, customer feedback, and sales performance analysis.
• Track remediation actions and support continuous improvement initiatives.
• Prepare regular reporting on sales quality trends, key findings, and management actions.

Business Risk & Governance

• Support business risk and control activities across the credit card and unsecured lending sales process.
• Monitor key sales risks, control gaps, and operational issues, escalating concerns where appropriate.
• Participate in risk assessments, process reviews, and new initiative launches to ensure appropriate controls are in place.
• Track issues, audit findings, and action plans through to resolution.
• Support regulatory, compliance, and governance requirements relating to sales activities.

Sales Process & Enablement

• Review end-to-end sales processes and customer journeys to identify opportunities to improve customer experience, productivity, and controls.
• Partner with Sales and Operations teams to improve workflows, reporting, and day-to-day execution.
• Support the implementation and administration of sales incentive programmes, including performance tracking and validation.
• Analyse sales performance, quality outcomes, and incentive effectiveness to identify improvement opportunities.
• Provide feedback, insights, and training recommendations to support sales capability development.
• Support readiness activities for new campaigns, product launches, and process changes.

• Bachelor's degree in Business, Finance, Banking, Risk Management, or related disciplines.
• 5+ years of relevant experience in sales enablement, sales quality assurance, business governance or process improvement within financial services.
• Experience in unsecured lending and/or credit cards is preferred.
• Good understanding of sales processes, customer journeys, and customer outcome considerations.
• Strong analytical and problem-solving skills with attention to detail.
• Proficiency in Excel, SQL, Tableau, Jira, Confluence, or similar tools is preferred.
• Strong communication and stakeholder management skills.
• Good command of written and spoken English and Chinese.