Policy Administration Manager (Life Insurance)

Responsibilities: 1

Policy Administration Oversight Manage and oversee the end-to-end administrative processes related to life policy administration

Ensure policy administration flow is accurate, complete, and comply with internal policies and regulatory requirements

Monitoring policy administration and adjustment for ILAS cases

Provide Fund Administration support for HNW policies. 2

Team Leadership and Supervision Lead and supervise the policy administration team, providing guidance, training, and support to ensure high efficiency and accuracy

Monitor team performance and conduct regular performance reviews. 3

Process Improvement and Optimization Identify opportunities for process automation and workflow enhancements to increase efficiency and reduce errors

Implement new procedures and ensure the team comply with updated standards. 4

Customer Service and Stakeholder Communication Act as a point of contact for internal and external stakeholders regarding policy administration queries

Ensure timely and professional communication with clients, agents, and other departments. 5

Compliance and Risk Management Ensure all policy processes adhere to internal controls, regulatory standards, and company policies

Conduct regular reviews to mitigate operational risks. 6

Data Management and Reporting Maintain accurate policy records and databases

Prepare regular reports on policy processing status, error rates, and process performance metrics. 7

Coordination with Other Departments Collaborate with underwriting, claims, sales channels, and IT teams to facilitate seamless policy administration and system integration. 8

Training and Development Develop training materials and conduct training sessions to keep the team updated on policy procedures and regulatory changes. 9

Incident Escalation and Issue Resolution Escalate system issues, process errors, or operational incidents promptly to the relevant support teams

Follow up on escalated incidents to ensure timely resolution and prevent recurrence

Qualifications & Skills: Bachelor's degree or above Approximately 8-10 years of experience in Policy Administration or Policy Servicing within the Life Insurance industry Strong people management and task prioritization abilities Excellent stakeholder management and conflict resolution skills 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 enhancements, and the adoption of AI and automation solutions is highly desirable Knowledge of Life Insurance products and current industry trends 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 52 markets and serving 92 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 Inclusion and Diversity (I&D) 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

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