Policy Administration Manager (Life Insurance)

AXA Hong Kong and Macau; Hong Kong; On-site; HKD 900,000 - 1,200,000; Full time

Job summary

AXA Hong Kong and Macau is seeking a senior leader to head policy administration for Life Insurance, overseeing end-to-end processes and ensuring accuracy, compliance, and client service excellence.

You will lead a team, drive automation and continuous improvement, coordinate with underwriting, claims and IT, and mentor staff to deliver reliable policy servicing in a fast-paced environment.

Qualifications

• Bachelor's degree or above in a related field.
• Approximately 8-10 years of policy administration or servicing experience in life insurance.
• Strong people management and prioritization abilities.
• Excellent stakeholder management and conflict resolution skills.
• Good understanding of system workflows, data analytics, and process flows with a focus on automation.
• Awareness of regulatory standards and compliance requirements.
• Experience in change management, system enhancements, and automation adoption.

Responsibilities

• Policy Administration Oversight: manage end-to-end policy administration processes.
• Team Leadership: lead and supervise the policy administration team with training and reviews.
• Process Improvement: identify automation and workflow enhancements to reduce errors.
• Customer Service & Stakeholders: be the point of contact for policy queries and communications.
• Compliance & Risk: ensure adherence to internal controls and regulatory standards.
• Data Management & Reporting: maintain policy records and produce performance metrics.
• Coordination with Departments: collaborate with underwriting, claims, sales and IT.
• Training & Development: create materials and conduct trainings on procedures and changes.
• Incident Escalation: escalate system issues and ensure timely resolution.

Skills

People management

Stakeholder management

Regulatory awareness

Change management

AI & automation

Data analytics

Process improvement

Life insurance knowledge

Education

Bachelor's degree or above

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.

Click here to learn more about our Benefits (https://www.axa.com.hk/en/benefits), Culture (https://www.axa.com.hk/en/culture-and-values), & Career Development (https://www.axa.com.hk/en/career-development).

Responsibilities:

1. Policy Administration Oversight

• Manage and oversee the end-to-end administrative processes related to life policy administration.
• Ensure policy administration flow is accurate, complete, and comply with internal policies and regulatory requirements.
• Monitoring policy administration and adjustment for ILAS cases.
• Provide Fund Administration support for HNW policies.

2. Team Leadership and Supervision

• Lead and supervise the policy administration team, providing guidance, training, and support to ensure high efficiency and accuracy.
• Monitor team performance and conduct regular performance reviews.

3. Process Improvement and Optimization

• Identify opportunities for process automation and workflow enhancements to increase efficiency and reduce errors.
• Implement new procedures and ensure the team comply with updated standards.

4. Customer Service and Stakeholder Communication

• Act as a point of contact for internal and external stakeholders regarding policy administration queries.
• Ensure timely and professional communication with clients, agents, and other departments.

5. Compliance and Risk Management

• Ensure all policy processes adhere to internal controls, regulatory standards, and company policies.
• Conduct regular reviews to mitigate operational risks.

6. Data Management and Reporting

• Maintain accurate policy records and databases.
• Prepare regular reports on policy processing status, error rates, and process performance metrics.

7. Coordination with Other Departments

• Collaborate with underwriting, claims, sales channels, and IT teams to facilitate seamless policy administration and system integration.

8. Training and Development

• Develop training materials and conduct training sessions to keep the team updated on policy procedures and regulatory changes.

9. Incident Escalation and Issue Resolution

• Escalate system issues, process errors, or operational incidents promptly to the relevant support teams.
• Follow up on escalated incidents to ensure timely resolution and prevent recurrence.

Qualifications & Skills:

• Bachelor's degree or above
• Approximately 8-10 years of experience in Policy Administration or Policy Servicing within the Life Insurance industry
• Strong people management and task prioritization abilities
• Excellent stakeholder management and conflict resolution skills
• Good understanding of system workflows, data analytics, and process flows, with a focus on continuous improvement and automation
• Awareness of compliance requirements and regulatory standards
• Experience in change management, system enhancements, and the adoption of AI and automation solutions is highly desirable
• Knowledge of Life Insurance products and current industry trends