Partnership Projects & Governance, Consultant

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About the Role

The role is responsible for managing the end-to-end lifecycle of agent codes within Partnership Distribution (PD), ensuring operational excellence, compliance, and accuracy. The incumbent will also play a critical role in governance, risk management, business continuity, and digital transformation initiatives, acting as a Subject Matter Expert (SME) to streamline and strengthen PD processes.

1. Agent Code Lifecycle Management

• Manage the full lifecycle of agent codes, including creation, maintenance, servicing changes, and termination, ensuring all activities are completed accurately and within defined service timelines.

• Ensure adherence to internal controls, regulatory requirements, and audit standards in all agent-related transactions.

• Investigate and resolve discrepancies or issues related to agent code records in a timely manner.

• Maintain high data integrity across all systems and records associated with agent management.

2. Digital Transformation & Process Improvement

• Represent PD as the Subject Matter Expert (SME) in Technology Division (TD)-led digital transformation initiatives.

• Collaborate with cross-functional teams to streamline, standardize, and automate agent code creation and termination workflows.

• Identify process gaps and inefficiencies and propose innovative digital or operational solutions.

• Support user acceptance testing (UAT), process documentation, and change management activities for new system implementations.

3. End-to-End Complaint Management

• Oversee and manage the end-to-end complaint lifecycle, including intake, tracking, investigation, resolution, and closure.

• Ensure all complaints are handled in accordance with regulatory requirements and internal service standards.

• Monitor complaint trends, identify root causes, and recommend corrective and preventive actions.

• Prepare and deliver timely and accurate complaint reports to management, highlighting key insights, risk indicators, and areas for improvement.

• Collaborate with stakeholders to drive resolution of complex or escalated complaints and enhance customer experience.

4. Business Continuity Management (BCM)

• Serve as the PD Business Continuity Champion, ensuring compliance with regulatory and industry standards.

• Maintain and oversee the PD BCM framework, including:

  • Up-to-date Business Impact Analyses (BIA)

  • Risk assessments for all critical business functions

• Coordinate BCM exercises, awareness initiatives, and periodic reviews to ensure readiness and resilience.

• Act as the key liaison during business continuity events or audits.

5. Governance, Risk & Compliance

• Ensure all PD Standard Operating Procedures (SOPs) are:

  • Regularly reviewed

  • Updated in a timely manner

  • Communicated effectively to stakeholders

• Establish mechanisms and controls to enforce SOP compliance across day-to-day operations.

• Maintain a comprehensive and up-to-date register of:

  • SOPs

  • Deviations and exceptions

  • Audit findings

  • Non-compliance incidents

• Prepare and deliver timely PD Risk Reports for management review and oversight.

• Support internal and external audits, ensuring prompt resolution of findings.

6. SOP Development & Compliance Monitoring

• Develop and implement robust SOPs for the Governance function.

• Introduce structured and periodic SOP compliance checklists across all PD departments.

• Drive continuous improvement in SOP adherence through monitoring, reporting, and stakeholder engagement.

• Provide guidance and training to teams on SOP requirements and governance standards.

• Bachelor's degree in Business, Finance, Operations Management, or a related discipline.

• Minimum 5-8 years of relevant experience in operations, governance, or insurance/financial services industry.

• Experience in agent management, complaint handling, or distribution operations is preferred.

• Strong understanding of risk management, compliance frameworks, and BCM and complaint management practices.

• Strong analytical and problem-solving skills

• Attention to detail with high standards of accuracy

• Strong stakeholder management and communication skills

• Process improvement and digital transformation mindset

• Ability to work independently and manage multiple priorities

• Strong governance and compliance orientation

• Experience with workflow automation tools and system implementation projects

• Knowledge of regulatory requirements in financial services or insurance sector

• Familiarity with audit processes and risk reporting frameworks