Manager, Customer Relations

AXA Hong Kong and Macau; Hong Kong; On-site; HKD 420,000 - 660,000; Full time

Job summary

AXA Hong Kong and Macau is seeking an experienced Customer Relations Manager to lead the team handling Life and General Insurance complaints and ensure timely, compliant resolutions. You will coordinate with operations, distribution, and compliance to deliver high-quality service.

The role requires strong analytical and communication skills in English, Cantonese and Mandarin, with a track record of managing escalations and driving process improvements in a regulated environment.

Qualifications

• Degree holder (or equivalent qualifications) with minimum 6 years of working experience in Customer Services or Complaint handling in Insurance products
• Strong analytical, logical, negotiation and problem-solving skills
• Can work independently with strong interpersonal & influencing skills
• Excellent written English and Chinese correspondence skill
• Good verbal communication in English, Cantonese and Mandarin
• Strong driver role & ownership to deliver result within tight timeline
• Able to meet a stretch assignment and take on challenges
• Able to work under pressure and with "can-do" & positive attitude
• Self-initiative and a good team player

Responsibilities

• Assist the Senior Manager, Customer Relations to manage & lead the team to handle complaints in relation to our insurance products in Life and General Insurance so as to maintain the professional image of AXA
• Handle Life and General Insurance complaints, adhere to operating guidelines, work within delegated authorities, meet departmental SLA targets and pass periodic independent quality control reviews
• Handle and investigate complaint cases from direct customers and regulators
• Perform acknowledgement, investigation on entitlement, resolution and response
• Involve operations/distribution for case information, root cause reason and execution of approved actions.
• Be responsible for following complaints operating guidelines including delegated authorities for resolution and compensation.
• Be responsible for identifying problems & clarifying the complaints and making recommendations for future improvement
• Work in conjunction with Customer Service, Marketing, Compliance, Legal, Distribution and Operations, to provide resolutions and responses.
• Maintain good relationship with regulatory bodies and business partners from complaint perspective
• Evaluate and alert senior management if the complaints have potential risks to the Company
• Provide the coaching to the team members
• Participate in projects that relevant to customer complaints

Skills

Analytical

Negotiation

Problem-solving

Interpersonal skills

Influencing skills

Written English & Chinese

English Cantonese Mandarin

Self-initiative & teamwork

Work under pressure

Ownership

Education

Degree holder

Job description

AXA Hong Kong and Macau is a member of the AXA Group, a leading global insurer with presence in 52 markets and serving 92 million customers worldwide. Our purpose is to act for human progress by protecting what matters.

As one of the most diversified insurers in Hong Kong, we offer integrated solutions across Life, Health and General Insurance. We are the largest General Insurance provider and a major Health and Employee Benefits provider. Our aim is to not only be the insurer to provide comprehensive protection to our customers, but also a holistic partner to the individuals, businesses and community we serve. At the core of our service commitment is continuous product & service innovation and customer experience enrichment, which is achieved through actively listening to our customers' needs and leveraging and investing in technology and digital transformation.

We embrace our responsibility to be a driving force against climate change and a force for good to create shared value for our community. We are proud to be the first to address the importance of mental health through different products and services and thought leading iconic research. Our overall Sustainability Strategy, with emphasis on climate strategy and biodiversity commitment, is developed based on TCFD recommendations. We are committed to integrating environmental, social and governance factors across our business and strive to contribute to a sustainable future through 3 distinct roles - as an investor, an insurer and an exemplary company.

AXA is an equal opportunity employer. We are committed to promoting Inclusion and Diversity (I&D) by creating a work environment where all employees are treated with dignity, respect, and where individual differences are valued. We welcome and treasure diverse profiles to join our big family, and to build an inclusive culture together which allows everyone to maximise their personal potential.

Our people strategies are designed to enhance employee well-being and professional growth, ultimately empowering them to excel within the company.

Responsibilities:

• Assist the Senior Manager, Customer Relations to manage & lead the team to handle complaints in relation to our insurance products in Life and General Insurance so as to maintain the professional image of AXA
• Handle Life and General Insurance complaints, adhere to operating guidelines, work within delegated authorities, meet departmental SLA targets and pass periodic independent quality control reviews.
• Handle and investigate complaint cases from direct customers and regulators
• Perform acknowledgement, investigation on entitlement, resolution and response
• Involve operations/distribution for case information, root cause reason and execution of approved actions.
• Be responsible for following complaints operating guidelines including delegated authorities for resolution and compensation.
• Be responsible for identifying problems & clarifying the complaints and making recommendations for future improvement
• Work in conjunction with Customer Service, Marketing, Compliance, Legal, Distribution and Operations, to provide resolutions and responses.
• Maintain good relationship with regulatory bodies and business partners from complaint perspective
• Evaluate and alert senior management if the complaints have potential risks to the Company
• Provide the coaching to the team members
• Participate in projects that relevant to customer complaints

Qualifications:

• Degree holder (or equivalent qualifications) with minimum 6 years of working experience in Customer Services or Complaint handling in Insurance products
• Strong analytical, logical, negotiation and problem-solving skills
• Can work independently with strong interpersonal & influencing skills
• Excellent written English and Chinese correspondence skill
• Good verbal communication in English, Cantonese and Mandarin
• Strong driver role & ownership to deliver result within tight timeline
• Able to meet a stretch assignment and take on challenges
• Able to work under pressure and with "can-do" & positive attitude
• Self-initiative and a good team player

Unlock job insights

Hirer responsiveness Salary match Number of applicants

AXA Hong Kong and Macau is a member of the AXA Group, a leading global insurer with presence in 52 markets and serving 92 million customers worldwide. Our purpose is to act for human progress by protecting what matters.

AXA is an equal opportunity employer. We are committed to promoting Inclusion and Diversity (I&D) by creating a work environment where all employees are treated with dignity, respect, and where individual differences are valued. We welcome and treasure diverse profiles to join our big family, and to build an inclusive culture together which allows everyone to maximise their personal potential.

AXA Hong Kong and Macau is a member of the AXA Group, a leading global insurer with presence in 52 markets and serving 92 million customers worldwide. Our purpose is to act for human progress by protecting what matters.

AXA is an equal opportunity employer. We are committed to promoting Inclusion and Diversity (I&D) by creating a work environment where all employees are treated with dignity, respect, and where individual differences are valued. We welcome and treasure diverse profiles to join our big family, and to build an inclusive culture together which allows everyone to maximise their personal potential.

What can I earn as a Client Relationship Manager