Manager, Customer Relations

Responsibilities: Manage & lead the complaint team to handle complaints related to our insurance products in Life and General Insurance to maintain the professional image of AX. 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. Investigate complaint cases from direct customers and regulators. Perform acknowledgement, investigation on entitlement, resolution and response. Involve operations/distribution for case information, root cause analysis and execution of approved actions. Be responsible for following complaints operating guidelines including delegated authorities for resolution and compensation. Identify problems, clarify complaints and make recommendations for future improvement. Work in conjunction with Customer Service, Marketing, Compliance, Legal, Distribution and Operations to provide resolutions and responses. Provide coaching to junior members. Participate in projects relevant to customer complaints. Qualifications: 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 skills. Good verbal communication in English, Cantonese and Mandarin. 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 not only to provide comprehensive protection to our customers, but also to be 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, 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. ( , , Seniority levelh3> Associate Employment type Full-time Job function Consulting and Customer Service Industries Insurance Carriers and Insurance #J-18808-Ljbffr