Policy Servicing Lead: AI, Automation & Change

AXA Group; Hong Kong; On-site; HKD 600,000 - 900,000; Full time

Job summary

AXA Hong Kong and Macau seeks an experienced Policy Servicing Manager to oversee the daily operations of the Policy Servicing team, ensuring timely delivery of BAU activities and upholding service standards.

You will lead a high‑performing team, engage with clients, brokers and internal stakeholders, drive process improvement, automation and AI initiatives, and ensure regulatory compliance and effective change management.

Qualifications

• Proven experience in Policy Administration or Policy Servicing within Group Insurance.
• Strong people management and task prioritization skills.
• Excellent stakeholder management and conflict resolution abilities.
• 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 enhancement, and the adoption of AI and automation solutions is highly desirable.
• Knowledge of Group Insurance products and industry trends.

Responsibilities

• Manage daily operations of the Policy Servicing team to ensure timely and accurate delivery of BAU activities.
• Monitor and improve quality and efficiency, ensuring adherence to service standards and turnaround targets.
• Lead, motivate, and develop team members, fostering a high-performance environment.
• Engage with internal and external stakeholders, including clients, brokers, and other departments, to address and resolve conflicts effectively, proposing practical solutions.
• Maintain a strong understanding of system workflows and process flows, identifying opportunities for process improvement, system enhancement, and automation.
• Lead initiatives to incorporate AI, data analytics, and automation tools to improve operational efficiency, accuracy, and customer experience.
• Ensure compliance with regulatory and internal policies, including AML and other relevant standards.
• Drive change management projects related to system upgrades, automation, and digital transformation.
• Stay updated on Group Insurance product knowledge, policies, and industry best practices.
• Support continuous improvement initiatives, leveraging data insights and technological advancements to optimize processes.

Skills

Policy Servicing

People management

Stakeholder management

Automation

Data analytics

Regulatory compliance

Job description

AXA Hong Kong and Macau seeks an experienced Policy Servicing Manager to oversee the daily operations of the Policy Servicing team, ensuring timely delivery of BAU activities and upholding service standards.

You will lead a high‑performing team, engage with clients, brokers and internal stakeholders, drive process improvement, automation and AI initiatives, and ensure regulatory compliance and effective change management.