Head of Retail Distribution Division

The Retail Distribution Division is responsible for the growth of the consumer business across multiple channels including Bancassurance, Intermediaries, Direct channels, and Partnerships. It’s also responsible for delivering service excellence for all UOI customers, increasing market awareness of UOI and developing relevant products to achieve consumer trust and recognition.

Job Purpose

As Head of the Retail Distribution Division, you will be responsible for developing and executing the retail strategy, driving distribution and ensuring business enablers achieve best-in-class customer experience and scalable operations to support growth targets.

Main Responsibilities

1) Strategy, P&L and growth leadership

• Set and execute the Distribution strategy and multi-year roadmap to deliver sales revenue growth, profitability and sustainable market share across channels.
• Own the division P&L, including budget planning, resource allocation, productivity improvements and cost discipline to support scalable growth (including building “best‑in‑class” operating models where relevant).
• Establish clear commercial priorities, drive sales and performance mindset and governance across all distribution, marketing, customer experience and service teams.
• Play an essential role in the leadership team to set a strong tone from the top and to develop and drive the company strategy.

2) Distribution channel performance (bancassurance, intermediaries, partnerships)

• Drive channel strategies and manage channel heads to execute plans and achieve targets for retail bancassurance, intermediaries, partnerships and telemarketing. This includes pipeline management, KPIs, sales effectiveness and stakeholder management.
• Build senior stakeholder relationships with key partners and lead structured cadences (business reviews, steering committees, joint initiatives) to maximise value and execution pace.
• Identify and develop new revenue streams (new partners, new propositions, embedded/bundled opportunities, digital-led acquisition routes) and mobilise cross-functional execution.
• Ensure robust partner operations across the division: sales/commission reporting, reconciliation, initiative tracking, issue resolution and SLA adherence.

3) Marketing, brand and demand generation

• Work with the Marketing Lead to develop brand and go-to-market strategy: positioning, awareness, lead generation and conversion optimisation across channels.
• Strengthen consumer trust and recognition through consistent messaging, customer advocacy and service-led reputation building.

4) Best‑in‑class customer experience

• Manage the Customer Experience team to execute the CX vision across product, experience and operating model across journeys (sales → onboarding → servicing → renewal → claims touchpoints) across the company.
• Ensure the Customer Care Centre delivers service excellence and operates a continuous improvement cycle driven by customer insight and service KPIs.
• Scale customer feedback loops and use service metrics (e.g., CSAT, first-contact resolution, service level, AHT, complaints) to drive measurable improvements.

5) Product and proposition leadership (retail lines)

• Mange the retail product team to own the retail product roadmap: proposition design, pricing/coverage competitiveness (in conjunction with Underwriting), and channel suitability.
• Ensure products are easy to sell and easy to service: simplified journeys, clear documentation, digitised fulfilment, and partner-ready integration.
• Use customer, partner and performance insights to refine propositions and prioritise enhancements that improve conversion, retention and advocacy.

6) Middle office and scalable operations

• Build scalable sales operations and controls across channels: reporting, governance, partner ops, documentation, MI and performance dashboards.
• Standardise processes and tooling to support growth.
• Establish clear cross-functional operating rhythms with Underwriting, Claims, Finance, Risk/Compliance, Technology and Operations to remove friction and speed up execution.

7) Risk, compliance and conduct

• Ensure all activities meet regulatory, conduct and internal audit requirements; proactively manage compliance risk in distribution and servicing.
• Set a strong tone-from-the-top on customer fairness, data integrity, complaint handling and partner governance.

8) Leadership, talent and culture

• Lead and develop a high-performing leadership team across distribution, marketing, CX, contact centre, product and middle office.
• Build a performance culture with clear KPIs, strong succession planning and capability development.
• Drive performance mindset across the company and set the tone from the top for the company as well as the division.

Requirements

• At least 8years in general insurance and/or financial services, with senior leadership exposure across distribution and personal lines insurance.
• Proven track record in driving material growth through bancassurance and/or intermediaries and partnerships, including senior partner management.
• Demonstrated ownership of P&L, budgets and productivity/efficiency improvement.
• Demonstrated ownership of strategy development and execution.
• Strong operating experience in customer experience transformation.
• Bachelor’s degree in business, Administration, Marketing, or a related field.
• Strong leadership skills with the ability to motivate and develop a high-performing team.
• In-depth knowledge of distribution and services.
• Excellent communication and interpersonal skills.
• Analytical mindset with the ability to interpret data-driven strategies.
• Familiarity with regulatory requirements and compliance standards.
• Results-oriented with a focus on continuous improvement.