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The Monitoring & Surveillance function is responsible for ensuring that insurance sales and advisory activities are conducted in accordance with regulatory requirements, internal policies, and quality standards. This role supports the business by monitoring sales conduct, assessing advisory quality, and strengthening competency and compliance across distribution channels.
Key Responsibilities:
1. Sales Monitoring & Surveillance
Conduct monitoring and review of insurance sales and advisory processes to ensure compliance with regulatory requirements and internal standards.
Identify trends, recurring issues, and quality gaps arising from monitoring activities.
Apply risk-based approaches to assess sales practices and advisory outcomes.
2. Quality Assurance & Risk Identification
Analyse monitoring results, complaints, and incidents to identify emerging risks and early-warning indicators.
Highlight control gaps, thematic issues, and areas requiring remediation or capability uplift.
Support the continuous enhancement of sales quality and advisory standards.
3. Training & Competence Support
Partner with Training & Competence stakeholders to provide insights that inform training needs and competency frameworks.
Contribute to initiatives that strengthen representative capability, ethical conduct, and customer outcomes.
4. Stakeholder Collaboration & Governance
Work closely with distribution units and internal partners to address identified issues and implement corrective actions.
Support governance processes, documentation, and reporting related to monitoring and surveillance activities.
Manage multiple timelines, schedules, and deliverables effectively.
Qualifications and Requirements:
Bachelor’s degree in Risk Management, Business Administration, or a related field.
Minimum 3-5 years of Sales, Sales Quality, Training & Competency, Compliance or other control functions.
Good understanding of distribution processes, regulatory expectations, and/ or sales quality.
Skilled in testing methodologies, and evidence validation.
High attention to detail and strong execution discipline.
Excellent communication, facilitation, and stakeholder management skills.
Opportunity to contribute to the development of innovative insurance solutions that make a meaningful impact on customers' lives.
Collaborative and inclusive culture that supports learning, growth, and career development.
Exposure to senior stakeholders and strategic business initiatives.
Flexible and supportive work environment focused on well-being and professional success.
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 hr@manulife.com.
Working Arrangement