Customer Care Manager, Life Contact Centre


Leadership and operational management

  • Lead, manage and motivate a team of Customer Care associates to provide seamless one-stop-shop service to customers through the different contact channels
  • Manage daily hotline operation through resources planning and performance monitoring to achieve Customer Service KPIs as well as to delivery of professional and quality services.
  • Ensure the internal compliance and external regulatory requirements are met accurately in order to protect customer’s best interests by call monitoring and conducting regular review of processes and practices with internal counterparts.
  • Coordinate with and act upon directives from the Management team in attending to irregularities and disruptions in a timely and effective manner
  • People Development and Performance Management

  • Demonstrate leadership and lead by example in accordance with AXA’s core values
  • Actively engage with employees to enhance communication and reinforce their understanding of department priorities and area of improvement.
  • Identify team members strength and weakness in order to set up training schedule to meet their capability so as to increase their work efficiency and for their on-going development
  • Take ownership of the individual development of Assistant Managers and guiding best practices on how they lead their teams for success
  • Process improvement and efficiency

  • Drive continuous improvement to enhance productivity and quality
  • Channel customer feedback to respective internal counterparts timely and properly, and support them to conduct health check in new workflow initiatives or system enhancements
  • Prepare statistical analysis and management reports to facilitate management to review on business and service improvement initiatives
  • Contribute to the strategic planning for LCC and promote and implement agreed changes
  • Requirements

  • Tertiary education graduate
  • Minimum 8 years working experience in life insurance, of which at least 5 years at supervisory / management level
  • Solid experience in contact center operation and strong customer service skill
  • Passes in IIQE (Paper 1, 3, 5). Relevant professional qualification is an advantage
  • Good leadership and able to motivate team members
  • 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.

    About the Entity

    ABOUT AXA HONG KONG AND MACAU AXA Hong Kong and Macau, a member of the AXA Group, prides itself on serving over million customers 1 in the region.

    In addition to being the #1 global Property & Casualty commercial lines insurer 2 , we are also one of the largest health protection providers in Hong Kong and Macau.

    Empowering people to live a better life’ is the goal of AXA Hong Kong and Macau, which is reflected in everything we do.

    We are one of the most diversified insurers, providing a full range of coverage for individual and commercial customers.

    We offer all-round, integrated solutions across Life, Health and Property & Casualty to address all their insurance needs.

    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.

    1 Including customers of AXA China Region Insurance Company Limited, AXA China Region Insurance Company (Bermuda) Limited (incorporated in Bermuda with limited liability), and AXA General Insurance Hong Kong Limited

    2 AXA Corporate Solutions, AXA Matrix Risk Consultants, AXA Insurance Company, and AXA Art with AXA XL’s insurance and reinsurance operations combined

    What We Offer

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

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