Policy Servicing Manager / Assistant Manager (Employee Benefits)

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

Key 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.

Qualifications & Skills:

• 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.

Personal Attributes:

• Detail-oriented with a focus on quality and operational efficiency.
• Effective communicator and team leader.
• Proactive problem-solver with strong stakeholder engagement skills.
• Innovative mindset with a keen interest in emerging technologies like AI, data analytics, and automation.
• Adaptable to change and driven for continuous improvement.

AXA Hong Kong and Macau is a member of the AXA Group, a leading global insurer with presence in 50 markets and serving 95 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 Diversity and Inclusion (D&I) 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).