Policy Servicing Manager (Employee Benefits)

Role Overview: The Manager for Policy Servicing is responsible for overseeing the BAU activities within the Policy Servicing team, including Policy Setup, Policy Issue, Billing, and Member Movement Requests

The role emphasizes task management with a focus on maintaining quality standards, optimizing Turnaround Time, and managing the team to drive operational efficiency and staff development

An important aspect of the role involves driving innovation through the adoption of AI, data analytics, and automation to enhance service delivery and process efficiency

Key Responsibilities: Manage daily operations of the Policy Servicing team to ensure timely and accurate delivery of BAU activities

Monitor and improve quality and efficiency, ensuring adherence to service standards and turnaround targets

Lead, motivate, and develop team members, fostering a high-performance environment

Engage with internal and external stakeholders, including clients, brokers, and other departments, to address and resolve conflicts effectively, proposing practical solutions

Maintain a strong understanding of system workflows and process flows, identifying opportunities for process improvement, system enhancement, and automation

Lead initiatives to incorporate AI, data analytics, and automation tools to improve operational efficiency, accuracy, and customer experience

Ensure compliance with regulatory and internal policies, including AML and other relevant standards

Drive change management projects related to system upgrades, automation, and digital transformation

Stay updated on Group Insurance product knowledge, policies, and industry best practices

Support continuous improvement initiatives, leveraging data insights and technological advancements to optimize processes

Qualifications & Skills: Proven experience in Policy Administration or Policy Servicing within Group Insurance

Strong people management and task prioritization skills

Excellent stakeholder management and conflict resolution abilities

Good understanding of system workflows, data analytics, and process flows, with a focus on continuous improvement and automation

Awareness of compliance requirements and regulatory standards

Experience in change management, system enhancement, and the adoption of AI and automation solutions is highly desirable

Knowledge of Group Insurance products and industry trends

Personal Attributes: Detail-oriented with a focus on quality and operational efficiency

Effective communicator and team leader

Proactive problem-solver with strong stakeholder engagement skills

Innovative mindset with a keen interest in emerging technologies like AI, data analytics, and automation

Adaptable to change and driven for continuous improvement

About AXA Hong Kong and Macau AXA Hong Kong and Macau is a member of the AXA Group, a leading global insurer with presence in 50 markets and serving 95 million customers worldwide

Our purpose is to act for human progress by protecting what matters

As one of the most diversified insurers in Hong Kong, we offer integrated solutions across Life, Health and General Insurance

We are the largest General Insurance provider and a major Health and Employee Benefits provider

Our aim is to not only be the insurer to provide comprehensive protection to our customers, but also a holistic partner to the individuals, businesses and community we serve

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

We embrace our responsibility to be a driving force against climate change and a force for good to create shared value for our community

We are proud to be the first to address the importance of mental health through different products and services and thought leading iconic research

Our overall Sustainability Strategy, with emphasis on climate strategy and biodiversity commitment, is developed based on TCFD recommendations

We are committed to integrating environmental, social and governance factors across our business and strive to contribute to a sustainable future through 3 distinct roles - as an investor, an insurer and an exemplary company

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

Our people strategies are designed to enhance employee well-being and professional growth, ultimately empowering them to excel within the company

Click here to learn more about our Benefits (https://www.axa.com.hk/en/benefits) , Culture (https://www.axa.com.hk/en/culture-and-values), & Career Development (https://www.axa.com.hk/en/career-development).