Senior Manager, Sales Quality

Training & Competency Framework Design

• Provide end to end ownership of the organisation’s Training & Competency (“T&C”) framework in line with prevailing regulatory and industry expectations in Singapore.
• Ensure structured competency benchmarks are established for advisors across multiple distribution channels. 
• Oversee onboarding, ongoing competence assessment, remedial training, and continuous professional development programmes across all channels.
• Ensure T&C standards are embedded into distributor lifecycle management (appointment, confirmation, progression, and remedial actions).
• Lead initiatives to harmonise sales advisory standards, training methodologies, and supervisory practices across multiple distribution channels

Sales Advisory Quality 

• Define & continuously enhance the organisation’s sales advisory quality standards, covering areas such as needs based selling, suitability, disclosures, documentation quality, and post sales conduct.
• Establish a robust sales quality monitoring framework (e.g. call monitoring, file reviews, advisory audits, mystery shopping where applicable).
• Analyse advisory quality trends, root causes, and risk indicators; recommend targeted interventions to improve customer outcomes.
• Partner closely with Compliance, Risk, and Distribution leaders to address systemic advisory risks and emerging conduct themes.

Supervisory Effectiveness 

• Design and implement structured supervisory frameworks that clearly define expectations, roles, and accountability of supervisors
• Identify ways to influence & elevate supervisory competency standards.
• Track and report on supervisory effectiveness metrics and outcomes.

Sales Advisory Platform Enhancement

• Lead initiatives and collaborate with other stakeholders (e.g., IT, Distribution, Product) to enhance the sales advisory platform to enable advisors and elevate governance 
• Translate advisory standards and regulatory requirements into practical, user centric system features.

Leadership

• Lead and develop a team of T&C and sales governance professionals, fostering strong technical capability and commercial awareness.
• Stay abreast of regulatory developments, industry best practices, and conduct risk trends relevant to sales advisory and distribution governance.

Support regulatory reviews, internal audits, and independent assurance activities related to sales practices and competency.