Job Description

Role Purpose

Lead the design, governance, and execution of the agency learning and development strategy to build a high-performing, professional, and future-ready agency force. Responsible for driving sales capability, leadership development, onboarding effectiveness, regulatory compliance, and digital learning transformation to improve agent productivity, persistency, recruitment quality, customer outcomes, and sustainable business growth across Life Insurance and Family Takaful distribution channels.

Key Accountabilities

1. Training Strategy & Leadership

•Develop and execute the agency learning and development strategy aligned with Zurich's business objectives, distribution priorities, and regulatory requirements.
•Serve as the strategic lead for agency capability building, professional development, and learning innovation.
•Establish annual learning plans, budgets, capability roadmaps, and success metrics to deliver measurable business outcomes.
•Lead, develop, and optimize the Training team to deliver impactful, scalable, and business-focused learning solutions.

2. Agency Capability Development

•Design and implement structured learning pathways for new agents, experienced agents, agency leaders, and emerging talents.
Drive capability development in sales effectiveness, financial needs analysis, customer advisory, protection solutions, retirement planning, and takaful propositions.
•Ensure continuous upskilling and reskilling of the agency force to meet evolving customer needs, market demands, and regulatory expectations.
•Embed modern learning methodologies, digital learning solutions, and capability frameworks to enhance learner engagement and performance.

3. Agency Leadership & Talent Development

Design and implement leadership development programs for Agency Leaders at all levels, including the Associate Agency Manager (AAM) talent pipeline.
•Strengthening leadership capabilities in recruitment, coaching, performance management, people development, and agency growth.
•Establish leadership effectiveness and coaching frameworks to elevate field management quality, productivity, and team performance.
•Develop succession pipelines and prepare future agency leaders to ensure leadership continuity and long-term agency sustainability.
•Partner with Agency Leaders to strengthen talent retention, engagement, and organizational effectiveness.

4. Sales Performance Enablement

•Partner with Distribution and Agency Leadership teams to identify capability gaps affecting recruitment, activation, productivity, persistency, and retention.
•Translate business priorities into targeted learning interventions that drive measurable improvements in agency performance.
•Monitor and evaluate training effectiveness through capability metrics, sales performance indicators, and business outcomes.
•Enable successful implementation of new products, campaigns, sales initiatives, and digital tools through effective training and change adoption programs.

5. Regulatory & Compliance Learning

•Ensure all learning programs comply with Bank Negara Malaysia (BNM), Malaysian Takaful Association (MTA), Life Insurance Association of Malaysia (LIAM), and company requirements.
•Oversee agent licensing, certification, Continuing Professional Development (CPD), and mandatory compliance learning programs.
•Maintain effective learning governance, documentation standards, and audit readiness.
•Promote ethical sales practices, customer-centric behaviors, and conduct risk awareness across the agency force.

6. Learning Technology, Innovation & Operational Excellence

•Drive the adoption and optimization of Learning Management Systems (LMS), digital learning platforms, and learning technologies to enhance effectiveness, accessibility, and learner experience.
•Learning analytics and performance insights to continuously improve program quality, engagement, and business impact.
•Implement scalable digital learning solutions that improve operational efficiency, productivity, and capability development outcomes.

•Lead the digitalization, automation, and continuous improvement of training operations, administration processes, and reporting capabilities to reduce manual effort, improve data accuracy, and enhance scalability.

7. Stakeholder Management

•Build strategic collaboration with Agency Distribution, Human Resources, Product, Marketing, Operations, Compliance, Risk, and other key business stakeholders.
•Collaborate with external training institutions, industry bodies, and professional certification providers to enhance agency development initiatives.
•Influence senior agency leaders and business stakeholders to foster a high-performance learning culture and continuous professional development.

Job Requirements