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...
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 statistics

Assistant Manager, Complaint Management

Job level Middle
Work exp No work experience
Education Bachelor Degree
Location
Within Hong Kong
Employment type Full Time
Industry Insurance / Pension Funding (MPF)
Job function Quality Control / Quality Assurance > Quality Control & Assurance
Insurance > Others
Banking / Finance > Others
Published On 20/09/2019
ref. 19000BIX_27469

Job Responsibilities

  • Assist the Head of Complaint Management to manage and lead the complaint team to handle complaints in relation to our insurance products in Life and General Insurance so as to maintain the professional image of AXA
  • 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
  • Perform acknowledgement, investigation on entitlement, resolution and response
  • 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.

Job Requirements

  • Relevant working experience in insurance or banking industry is an advantage
  • Minimum 4 years of working experience in Customer Services or Complaint handling in Insurance products
  • Strong analytical, logical, negotiation and problem solving skills
  • Good communication and interpersonal skills
  • Excellent written English and Chinese correspondence skill
  • Good verbal communication in English, Cantonese and Mandarin