Senior Policy Servicing Officer

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

Responsibilities:

• Handle policy servicing requests, including Policy Setup, Policy Documents, Bill Issuance and Policy Cancellations 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.

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 the ability to lead, motivate, and develop team members.
• Excellent communication and interpersonal skills.
• Good PC skills including Word and Excel.
• Good command of both spoken and written English and Chinese
• Experience with process improvement, automation, or system enhancements is a plus.
• Ability to work under pressure and handle multiple tasks efficiently.
• Change management mindset and a proactive approach to problem-solving.

About AXA Hong Kong and Macau

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.