Head of Customer Complaint Governance & Management


  • Member of HK COO Leadership team. Set complaint management standards toenhance operational efficiency and customer experience.
  • Build a strong Customer First’ service culture and deploy customer centricity.

  • Direct accountability for complaint governance and management includingQuality Assurance, Case Resolution SLA, Risks.
  • Offering analysis to Senior Management and stakeholders for developingand executing agreed improvement initiatives in alignment with the HK businessstrategy.
  • Support Business and Operational transformation to drive highperformance team and culture. Cultivate learning and succession environment tostrengthen staff the leadership capability and the awareness of sense ofurgency for complaint resolution.
  • Ensure a strong partnership and collaboration with other business unitteams i.e. Operations, Marketing, Legal & Compliance, Business Portfolio,Finance, Agency Management, Actuarial and Customer Experience for caseresolution and lead the reduction of complaints
  • Maintain relationship with regulatory i.e. Insurance Authority, ConsumerCouncil, The Insurance Complaints Bureau as well as our businesspartner(s).
  • Role & Responsibilities :

  • Oversight and direct accountability for complaint governance and management.
  • Ensure all levels of complaints and correspondences are timely, effectively and proactively resolved. Regular weekly update to senior management team
  • Ensure complaint management framework is complied with Group Standards
  • Act as a senior member / take lead in strategic projects and own the change and lead by example
  • Prioritize customer experience and empower teams and individuals to take decisions that put the customer first in their day to day activities
  • Produce consolidated complaint reporting / dashboard covering complaints issues and root cause as well as improvement
  • Manage relationship with Agency Leaders, Distribution and required stakeholders. Ensure a close collaboration between all internal stakeholders.
  • Qualifications

  • Min. 10 yearsworking experience with broad insurance expertise across products in life,retirement, unit-link / unit trust, health, P&C and EB
  • Seniorleadership position in customer operations and / or relationship management
  • Priorleadership role in complaints management is preferable
  • Compelling customer and serviceorientation
  • Strong operational and risk management
  • Excellent communications in bothwritten and verbal. Be able to interact senior management
  • Key Leadership Behavior :

  • Excellent change leadership to impactand influence key stakeholders including distribution leaders, regulators,senior management at all levels
  • Agile to rise above challenges; andlead team to do so
  • Timely and Quality decisionmaking
  • Strategic Business Visioning andPlanning
  • Integrity - walks the talk’ todemonstrate trustworthiness, engenders trust and demands integrity from others
  • 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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