Distribution Quality Assurance Lead

The Opportunity:

The Head of Distribution Quality Assurance is responsible for leading the overall quality assurance, risk, compliance, and control framework across distribution channels, including Agency and Bancassurance. The role ensures strong sales quality, customer protection, regulatory compliance, operational controls, and sustainable distribution practices.

Position Responsibilities:

• Lead the overall Distribution Quality Assurance framework across Agency and Bancassurance, ensuring strong governance, consistent quality standards, and effective controls.
• Identify and manage current and emerging distribution risks, maintain the risk register, and ensure appropriate mitigation, escalation, and remediation actions are completed.
• Partners with Risk, Compliance, Audit, Legal, Distribution, and Operations to strengthen controls and ensure compliance with internal policies and regulatory requirements.
• Oversee sales and customer quality monitoring, including customer complaints, sales-quality reviews, spot checks, and timely resolution of identified issues.
• Analyze quality, complaints, risk, and compliance data to identify trends and recommend improvements to distribution practices and customer outcomes.
• Work with Training and Distribution teams to strengthen regulatory and compliance capability and promote customer protection, ethical selling, and quality culture.
• Lead cross-functional quality and risk improvement initiatives and continuously enhance distribution QA processes, controls, tools, and reporting.
• Support CAO strategic priorities by developing high-quality management presentations, strategic decks, business proposals, and other executive materials to facilitate decision-making and key business initiatives.
• Act as the key Distribution Quality Assurance partner to senior management, providing recommendations and influencing stakeholders to address quality and control gaps.

Required Qualifications:

• Bachelor’s degree in business administration, Finance, Accounting, Risk Management, or other related fields. MBA, CPA, CFA, or other relevant professional qualifications are an advantage.
• Minimum 5–7 years of relevant experience, preferably within life insurance, financial services, banking, risk, compliance, audit, or distribution quality assurance.
• Strong experience and understanding of life insurance distribution, particularly Agency and/or Bancassurance.

Preferred Qualifications:

• Strong knowledge of quality assurance methodologies, risk management, compliance controls, and governance practices.
• Good understanding of regulatory requirements relating to insurance sales, distribution, referral, and customer protection.
• Strong analytical and problem-solving skills with the ability to identify root causes, assess risks, and develop appropriate mitigation plans.
• Strong communication, presentation, and facilitation skills in English and Khmer.
• Results-oriented, detail-focused, and able to balance business needs with quality, risk, compliance, and customer outcomes.
• Proficient in Microsoft Office and relevant data/reporting tools.

When you join our team:

• We’ll empower you to learn and grow the career you want.
• We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.
• As part of our global team, we’ll support you in shaping the future you want to see.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html.

Manulife is an Equal Opportunity Employer

At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact [email protected].

In Office