Job ref no.: 180001GD_1526352408

Manager, Complaint Governance & Improvement

AXA General Insurance Hong Kong Limited


This role plays a key role to assist the Department Head to lead the 3 core pillars under this sub-team

  • Govern overall Customer Complaint Model and Practice for AXAHK
  • Drive cultivate the customer-centric culture on resolving customer complaint effectively
  • Proactively drive and initiate projects that can lead reduction of complaints

  • Governance
    • Drive Soft Complaint Governance for First Point of Contact to ensure consistency and professionalism on complaint management.
    • Service Quality on resolved cases to uplift quality on case handlers
    • Drive e-Training for Complaint Handling for internal staff
    • Govern and ensure overall complaint guidelines are up-to-date with relevant exercise (annual review) to ensure the quality of deliverables for AXAHK i.e. quality assurance (but not limited to) as a whole to ensure overall model is compliance and professional for delivery.
    Reduction of Complaint
    • Initiate and drive customer journey initiatives proactively to enhance customer experience through customer dissatisfaction and complaint channels in a consistency and professional manner, as well as evaluate the effectiveness of the initiatives for post-launched. Closely monitor the status of action plan/timelines to achieve and meet results.
    • Ensure AXAHK Complaint Handling Guidelines is up-to-date and well communicate to all internal parties and seek endorsement by Management
    • Provide training to internal parties to ensure the guidelines are well implemented
    Cultivate customer-centric culture
    • Cultivate the customer centric culture to the team through different initiatives
    • Formulate Monthly Complaint Dashboard and relevant communications with customer friendly approach
    • Initiate different initiatives that can drive collaboration for complaint resolution to promote customer-centricity and collaboration among AXAHK

    • Min 8-10 years working experience in banking or insurance industry is preferable
    • Prefer in Marketing or Service Quality function
    • Strong driver role & ownership to deliver result within tight timeline
    • Able to meet a stretch assignment and take on challenges
    • Able to work under pressure and with "can-do" & positive attitude
    • Proactively initiate and drive initiatives for reduction of complaints and improve customer experience
    • Excellent leadership behavior to lead by example as well as strong strategic vision
    • Strong people management to coach team and build the capability of the team to reach extra milestones

    More job information
    Job ref no. 180001GD_1526352408 (CT3114945-01#0055)
    Job Function
    • Central
    Employment Term
    • Permanent
    • Full-time
    • 0 year
    Career Level
    • Middle management level
    • Degree