Senior Manager, Customer Relations

Job Responsibilities :

  • Manage & lead the team to handle complaints in relation to our insurance products in Life and General Insurance so as to maintain the professional image of AXA
  • Manage & lead the team to handle Life and General Insurance complaints, adhere to operating guidelines, work within delegated authorities, meet departmental SLA targets and pass periodic independent quality control reviews.
  • Handle and investigate complaint cases from direct customers and regulators
  • Involve operations / distribution for case information, root cause reason and execution of approved actions.
  • Be responsible for following complaints operating guidelines including delegated authorities for resolution and compensation.
  • Be responsible for identifying problems & clarifying the complaints and making recommendations for future improvement
  • Work in conjunction with Customer Service, Marketing, Compliance, Legal, Distribution and Operations, to provide resolutions and responses.
  • Maintain good relationship with regulatory bodies and business partners from complaint perspective
  • Evaluate and alert senior management if the complaints have potential risks to the Company
  • Provide the coaching to the team members
  • Participate in projects that relevant to customer complaints
  • Your Profile

    Qualification and Requirements :

  • Degree holder (or equivalent qualifications) with minimum 10 years of working experience in Customer Services or Complaint handling in Insurance products
  • Strong analytical, logical, negotiation and problem solving skills
  • Can work independently with strong interpersonal & influencing skills
  • Excellent written English and Chinese correspondence skill
  • Good verbal communication in English, Cantonese and Mandarin
  • About AXA

    We always start with our customers

    As one of the largest global insurers, our purpose is to act for human progress by protecting what matters .

    Protection has always been at the core of our business, helping individuals, businesses and societies to thrive. And AXA has always been a leader, an innovator, an entrepreneurial company, fostering progress in all its dimensions.

    Our purpose also links back to the Group's roots. From the outset, AXA has been committed to acting as a force for collective good.

    From solidarity-based actions with AXA Hearts In Action to work on prevention issues with the AXA Research Fund and the fight against climate change, AXA has always been attentive to its social environment and embraced its responsibility as an insurer : responsibility for taking action upstream in order to better understand risks, with one goal in mind : to ensure better protection.

    About the Entity


    AXA Hong Kong and Macau is a member of the AXA Group, a leading global insurer with presence in 54 markets and serving 105 million customers worldwide.

    As one of the most diversified insurers offering integrated solutions across Life, Health and General Insurance, our goal is to be the insurance and holistic wellness partner to the individuals, businesses and community we serve.

    At the core of our service commitment is continuous product innovation and customer experience enrichment, which is achieved through actively listening to our customers and leveraging technology and digital transformation.

    We embrace our responsibility to be a force for good to create shared value for our community. We are proud to be the first insurer in Hong Kong and Macau to address the important need of mental health through different products and services.

    For example, the Mind Charger function on our holistic wellness platform AXA BetterMe , which is available via our mobile app Emma by AXA, is open to not just our customers, but the community at large.

    We will continue to foster social progress through our product offerings and community investment to support the sustainable development of Hong Kong and Macau.

    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.

    What We Offer

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


    Thank you for reporting this job!

    Your feedback will help us improve the quality of our services.

    通過點擊“繼續”,我允許neuvoo同意處理我的數據並向我發送電子郵件提醒,詳見neuvoo的 隱私政策 。我可以隨時撤回我的同意或退訂。