Head Of Complaint Governance And Process Improvement


Head of Complaint Governance & ProcessImprovement

In this team, the foundation is to ensure strong governanceframework is embedded in all teams on complaint handling and resolution toachieve our company goals.

The team is also in charge to anchor the customerfirst and continuous improvement culture in the company and to drive aneffective change management to reduce complaint.

Core responsibilities :

  • Ensure and promote strong complaint governanceframework across AXA HK and Macau
  • Promote and develop continuous improvementculture within but not limited to the complaint team

  • Ensure the team work closely with otherstakeholders and deliver the change initiatives effectively
  • Governance and Quality Assurance

  • Oversee the Complaint Handling Governance in AXAHK and Macau
  • Oversee the Quality Assurance process and ensurethe complaint team has performed the proper quality assurance control on aregular basis

    Oversee the training program(s) provided to allstaff at AXA HK and Macau that requires to handle complaints

  • Ensure all complaint handling procedures andframework are aligned and compliance with the regulations with regular reviewand update
  • Continuous Process Improvement

  • Drive a continuous improvement culture withinthe complaint team and internal stakeholders
  • Identify and drive change and improvementsinitiatives to optimise the current operations process to improve customerexperience, reduce errors, improve team productivity, and reduce operationalcosts

    Ensure proper control, prioritisation andimplementation plan is effectively communicated with all key stakeholders, andreport to senior management

  • Build and maintain close relationship with keystakeholders to build strong relationships to drive more effective changemanagement
  • Cultivate customer first culture

  • Develop the team with the right knowledge andskills to drive effective change management
  • Promote customer first culture to the teamthrough collaboration and different initiatives

    Align company interests with customer interests,even when it means challenging the status quo

  • Demonstrate creativity in making things easierand simpler for the customer
  • Requirements :

  • 8 years working experience in insurance or finance / banking industry
  • Proven process improvement experience. Experience in lean / six sigma methodology, is preferred
  • Excellent communication, presentation and stakeholders management skills
  • Excellent analytical and problem-solving skills
  • Excellent time management and prioritisation skills
  • Strong ownership and leadership to deliver result within tight timeline
  • Able to work under pressure and with can-do & positive attitude
  • Able to lead by example and to drive cultural change
  • Strong people management skill to lead junior staff to run projects and improvement initiatives
  • About AXA

    Would you like to wake up every day driven and inspired by our noble mission and to work together as one global team to empower people to live a better life?

    Here at AXA we strive to lead the transformation of our industry. We are looking for talented individuals who come from varied backgrounds, think differently and want to be part of this exciting transformation by challenging the status quo so we can push AXA - a leading global brand and one of the most innovative companies in our industry - onto even greater things.

    In a fast-evolving world and with a presence in 64 countries, our 166,000 employees and exclusive distributors anticipate change to offer services and solutions tailored to the current and future needs of our 103 million customers.

    AXA Hong Kong, a member of the AXA Group, prides itself of serving over 1 million customers in Hong Kong and Macau. Besides being one of the largest health protection providers in Hong Kong, it is also the number 1 General Insurance provider1 and a market leader in motor insurance.

    AXA Hong Kong is committed to helping its customers achieve stability and prosperity through providing a comprehensive range of life, health, property and casualty protection, as well as wealth management and retirement solutions.

    We believe it is our inherent responsibility to support the communities we operate in, hence creating a sustainable business via constant and considerable contribution in the dimensions of health, environment and the community.

    AXA is an equal opportunity employer. We are committed to promote 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 maximize their personal potential.

    1Based on 2013 Office of the Commissioner of Insurance market share statisticsWhat We Offer

    We offer excellent career prospects and attractive remuneration package to the right candidates.

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