1. Job Purpose
Franchise Operations provides the back-office services to the front-line team in managing Prudential’s business partner network nationwide (in the form of General Agency, Transactions Offices, and Sales Offices, referred to as General Agency or GA).
The daily operations include processing requests from GA Directors for opening new office, relocating / closing / transferring office;
handling complaints / incidents from the network. The team is also responsible for developing policies and manual to manage the GA network, organizing annual / quarterly workshop / event for GA Directors, as well as providing management reports.
The position plays a key role in developing policies and manual for Franchise Department in managing GA network nationwide.
He will also take lead in building the annual quality audit program to uphold the quality of the network.
Taking lead in developing policies, manual and quality audit program.
Being partner for the front-line team in managing the operations of General Agency network in the North.
3. Key responsibilities
a. Policy and manual development :
Regularly update, with improvement where necessary, the operating manual, templates and checklist for Franchise department in managing the movement, complaints / appeals of the GA network
Maintain and develop procedure & regulations to govern the General Agency network
Perform risk exercises as required by the Company’s policy and procedure
b. General Agency annual quality audit :
Lead the building and implementation of the annual quality audit program to monitor the quality of GA network
c. Daily monitor the operations of General Agency network in North region :
Review and process movement applications and requests from General Agency network (Prudential’s business partners)
In corporation with the front-line team and other departments to investigate and handle significant complaints by General Agency Directors, incident or crisis from the operations of General Agency network
d. Other tasks as assigned by line manager
1. Qualification :
Mandatory : Bachelor Degree in Economy or Banking or Legal
Advantage : Internal Control
2. Experiences :
Mandatory : 3 5 years of working experience in Auditing (internal or external), Internal Control Advantage : working in Life insurance company
3. Knowledge and skill set :
Mandatory : MS office proficiency (Word, Excel, PowerPoint), good writing skills (English & Vietnamese), ability to work independently
Advantage : Life insurance Knowledge, Franchise network management