Senior Policy Servicing Lead – Process Improvement

AXA Group; Hong Kong; On-site; HKD 480,000 - 720,000; Full time

Job summary

AXA Hong Kong and Macau is seeking a seasoned policy servicing professional to lead servicing requests with accuracy and service consistency. You will provide expert guidance to internal and external stakeholders, resolve complex inquiries, and drive process improvements while ensuring regulatory compliance.

The ideal candidate has 5+ years in policy servicing or insurance operations, strong leadership, and excellent English/Chinese communication.

Qualifications

• Bachelor's degree or above in Business, Insurance, or related fields.
• Minimum of 5 years of experience in policy servicing or insurance operations.
• Proven team management experience, with ability to lead, motivate, and develop team members.
• Excellent communication and interpersonal skills.
• Good PC skills including Word and Excel.
• Fluent in English and Chinese (spoken and written).
• Experience with process improvement, automation, or system enhancements is a plus.

Responsibilities

• Handle policy servicing requests with accuracy and planned service standard.
• Provide professional support and advice to internal and external stakeholders on policy-related matters.
• Manage and resolve complex or escalated customer inquiries and complaints.
• Support system enhancements and automation projects by providing user requirements and feedback.
• Assist in process reviews and implement continuous improvement initiatives.
• Ensure compliance with regulatory and internal policies.
• Supervise and coach junior team members, sharing knowledge and best practices.
• Prepare reports on policy servicing activities and contribute to performance reviews.
• Collaborate with other departments to streamline processes and resolve operational issues.

Skills

Team management

Communication skills

English & Chinese proficiency

Problem solving

Word & Excel

Education

Bachelor's degree or above in Business/Insurance

Tools

Word

Excel

Job description

AXA Hong Kong and Macau is seeking a seasoned policy servicing professional to lead servicing requests with accuracy and service consistency. You will provide expert guidance to internal and external stakeholders, resolve complex inquiries, and drive process improvements while ensuring regulatory compliance.

The ideal candidate has 5+ years in policy servicing or insurance operations, strong leadership, and excellent English/Chinese communication.