Head of Business Liaison & Sales Quality — Zurich Insurance (sede Ticino)
- Location
- Lugano
- Contract
- full-time
- Posted
- Yesterday
Role overview
The role is responsible for governing, monitoring, and elevating sales quality across all distribution channels while serving as the primary liaison between Distribution and multiple business units. The role ensures strong governance, effective sales conduct monitoring, early risk detection, and seamless communication with agency partners. This leader drives a culture of responsible sales, regulatory alignment, and operational discipline to support sustainable business growth. Knowlege of N ew business pipeline management and knowledge on underwriting rules will be ideal for this role
- Oversee end-to-end sales quality monitoring, including:
- MLP (Customer Fact Find) quality checks
- Early claim analysis with focus on medical claim ratio
- Identify trends and perform root-cause analysis to address quality gaps.
- Drive continuous improvement initiatives to strengthen customer-centric sales behaviours and reduce risk.
- Monitor and investigate sales conduct-related risks, including:
- Adverse findings from welcome call reviews
- Lead investigations into unethical agency conduct and mis-selling practices.
- Execute disciplinary actions for proven customer complaint cases and ROP/ROC repeat offenders, ensuring fairness, consistency, and adherence to governance standards.
- The role is responsible for governing, monitoring, and elevating sales quality across all distribution channels while serving as the primary liaison between Distribution and multiple business units.
- The role ensures strong governance, effective sales conduct monitoring, early risk detection, and seamless communication with agency partners.
- Strengthen frontline understanding of sales and conduct requirements through regular update.
- Reinforce regulatory and internal policy expectations through continuous communication and shared learning.
Main responsibilities
- The role is responsible for governing, monitoring, and elevating sales quality across all distribution channels while serving as the primary liaison between Distribution and multiple business units.
- The role ensures strong governance, effective sales conduct monitoring, early risk detection, and seamless communication with agency partners.
- This leader drives a culture of responsible sales, regulatory alignment, and operational discipline to support sustainable business growth.
- Knowlege of N ew business pipeline management and knowledge on underwriting rules will be ideal for this role Key Responsibilities : Sales Quality Monitoring & Assurance
- Oversee end-to-end sales quality monitoring, including: MLP (Customer Fact Find) quality checks
- Early claim analysis with focus on medical claim ratio Early surrender/withdrawal monitoring
- Identify trends and perform root-cause analysis to address quality gaps.
- Drive continuous improvement initiatives to strengthen customer-centric sales behaviours and reduce risk. Sales Conduct Governance
- Monitor and investigate sales conduct-related risks, including: Duplicate customer contact details Non-compliant social media postings Naming of agent as nominee Adverse findings from welcome call reviews
- Lead investigations into unethical agency conduct and mis-selling practices.
Key requirements
- Strengthen frontline understanding of sales and conduct requirements through regular update.
- Reinforce regulatory and internal policy expectations through continuous communication and shared learning.
- Bachelor’s degree in Business, Finance, Risk Management, Compliance, or related fields.
- Minimum 8–10 years of experience in insurance,.
- Excellent communication, stakeholder management, and problem-solving skills Technical Skills :
- Governance & risk mindset - Analytical thinking & data interpretation.
Application process
- With the above in mind, we accept applications from everyone regardless of your background, beliefs, or culture.
- We are committed to continuous improvement, and we offer access to a comprehensive range of training and development opportunities.
- Zurich is passionate about supporting employees to help others by getting involved in volunteering, charitable and community activity.
- So, make a difference.
- Be challenged.
- Be inspired.
- Be supported, Love what you do.
- Work for us.
Additional details
- Knowlege of N ew business pipeline management and knowledge on underwriting rules will be ideal for this role Key Responsibilities : Sales Quality Monitoring & Assurance
- Oversee end-to-end sales quality monitoring, including: MLP (Customer Fact Find) quality checks
- Early claim analysis with focus on medical claim ratio Early surrender/withdrawal monitoring
- Drive continuous improvement initiatives to strengthen customer-centric sales behaviours and reduce risk. Sales Conduct Governance
- Monitor and investigate sales conduct-related risks, including: Duplicate customer contact details Non-compliant social media postings Naming of agent as nominee Adverse findings from welcome call reviews
- Execute disciplinary actions for proven customer complaint cases and ROP/ROC repeat offenders, ensuring fairness, consistency, and adherence to governance standards. Reporting & Governance Forums
- Participate in implementation of changes or initiatives from: Product & Proposition
- Ensure sales quality considerations are embedded into operational processes and product rollouts. Business Liaison & Stakeholder Engagement Performance Management Accountabilities :
- Lead engagement sessions, roadshows, and sharing of best practices.
- Excellent communication, stakeholder management, and problem-solving skills Governance & risk mindset
Notes and original content
- Responsibilities :
- Knowlege of N ew business pipeline management and knowledge on underwriting rules will be ideal for this role
- Key Responsibilities :
- Sales Quality Monitoring & Assurance
- Oversee end-to-end sales quality monitoring, including:
- MLP (Customer Fact Find) quality checks
- Early claim analysis with focus on medical claim ratio
- Early surrender/withdrawal monitoring
- Drive continuous improvement initiatives to strengthen customer-centric sales behaviours and reduce risk.
- Sales Conduct Governance
Questions about this listing
What salary does Zurich Insurance (sede Ticino) offer for this role?
Zurich Insurance (sede Ticino) lists CHF 95'000 - 132'500 gross per year for this position in Lugano. This is the salary published in the original listing (or, when the employer omits a figure, a realistic estimate for the role and sector) — the calculator on this site converts it to your actual net take-home once cross-border tax and social contributions are applied.
Is this a full-time role, and what type of contract does Zurich Insurance (sede Ticino) offer?
This listing is a full-time position. The contract type shown here comes directly from the employer's original posting; always confirm exact hours, notice period and probation length with Zurich Insurance (sede Ticino) during the application process, since these details can vary by role even within the same contract category.
Do I need the G permit to apply for this role in Ticino as an Italian cross-border worker?
Yes, if you are resident in Italy within the 20 km border zone. The Swiss employer files the G-permit application at the Ticino cantonal migration office after the contract is signed — first issuance takes 2-6 weeks, then automatic yearly renewal for as long as the employment continues. Weekly return to your Italian home is required to keep the status.
How do I apply for this position at Zurich Insurance (sede Ticino)?
Use the "Apply now" button on this page — it links directly to Zurich Insurance (sede Ticino)'s original listing at careers.zurich.com, so your application goes straight to the employer's own applicant-tracking system. Frontaliere Ticino does not collect or forward applications itself.
