Head of Agency (50000165)

Job Purpose

Responsible for developing and managing the insurance sales and service operations through the agency channel, ensuring alignment with the company’s overall strategy and business targets. This role oversees sales force leadership, agency network expansion, service quality enhancement, compliance control, and sustainable revenue growth, while strengthening brand reputation and customer experience in the life insurance market.

Key Accountabilities (1)

1. Strategic Management & Agency Network Development

• Develop and execute strategic plans for agency channel growth aligned with business goals, product direction, and market capacity
• Analyze market trends, customer behavior, and industry dynamics to identify expansion opportunities and optimize distribution effectiveness
• Design organizational structure, management hierarchy, and operational mechanisms for the nationwide agency system Manage relationships with senior agency partners, recruitment affiliates, and external training institutions
• Collaborate with cross-functional departments (product, legal, operations, technology) to ensure smooth, compliant product rollout via agency channel
• Propose commission schemes, incentive programs, retention policies, and career development frameworks tailored to agency segments
• Represent the company at industry conferences, agency forums, and media engagements related to distribution strategy

Key Accountabilities (2)

2. Sales Operations & Service Quality Management

•  Oversee all sales activities through the agency channel: revenue, conversion rates, policy persistency, advisor productivity
• Collabrate with COE to establish KPI systems, performance evaluation frameworks, and regular audit processes for agency leadership levels
• Lead sales campaigns, marketing initiatives, and engagement programs to motivate agency teams
• Coordinate with customer service to ensure consistent, professional advisory and support processes
• Design and implement service quality standards, internal control mechanisms, and complaint resolution procedures
• Conduct satisfaction surveys for both customers and agents, and recommend improvements based on insights
• Manage operational risks within the agency channel: detect irregularities, enforce disciplinary actions, and propose preventive measures

3. Talent Development & Agency Lifecycle Management

•  Build competency frameworks for all agency levels: advisors, team leaders, area managers, senior agents
•  Give requirements on design advanced training programs: product knowledge, advisory skills, ethics, team management
• Partner with HR to develop career paths, promotion mechanisms, and retention strategies for agents
• Manage the full lifecycle of agency personnel: recruitment, licensing, training, performance review, recertification, and exit
• Launch mentoring, coaching, and experience-sharing programs across regions
• Recommend and implement technology platforms for agency management: CRM, dashboards, e-learning systems
• Foster a culture of learning, professionalism, and customer-centricity across the agency network

Key Accountabilities (3)

PEOPLE MANAGEMENT

• Oversee human resources planning and execution (headcount & costs) of their function/ sub- function
• Attract, onboard and retain the right talents for a high- performing team
• Establish and communicate sub- function/ function and individual KRAs/ KPIs, goals, action plan, expectations and results to reporting line
• Manage sub- function/ function performance & provide feedback regularly (following the annual performance management cycle)
• Define team’s capability requirements and enable team member’s professional and personal development through capability assessment, training, coaching & feedback, mentoring, etc.
• Motivate and recognize team members’ contributions towards the team’s shared goals
• Responsible for developing talents within the function/ sub- function
• Act as a role model and promote corporate culture at function/ sub- function level
• Understand & communicate relevant HR offerings to team members.

Key Relationships - Direct Manager

Chief Distribution Officer

Key Relationships - Direct Reports

All positions in team

Key Relationships - Internal Stakeholders

Teams inside and outside unit and division

Key Relationships - External Stakeholders

Commercial banks, investment banks, fund management organizations, financial regulators and strategic partners in the financial sector...

Success Profile - Qualification and Experiences

Bachelor’s degree or higher in Business Administration, Finance, Insurance, or related fields
Minimum 12 years of experience in life insurance, with 6+ years in senior agency leadership
Deep understanding of insurance products, customer behavior, sales processes, and agency operations
Strong strategic leadership, performance management, training, and executive communication skills
Preferred: experience in multi-channel distribution or digital transformation in agency channel