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Service Excellence Manager / Assistant Manager, Insurance Operations

Insurance • Full Time • Wong Chuk Hang, Hong Kong, HK • 1d ago

AXA Southside 38 Wong Chuk Hang Road, Wong Chuk Hang, HONG KONG, HK
OPERATIONAL EXCELLENCE AND PROJECT MANAGEMENT
7420
HK Grade 5

Job Description

Responsibilities:

Solution Development and Implementation

Identify operational challenges and develop tailored, scalable solutions to enhance service delivery and customer experience.
Apply LEAN principles and continuous improvement methodologies to streamline processes and eliminate inefficiencies.
Collaborate with cross-functional teams to design, test, and implement service excellence initiatives aligned with organizational goals.

Stakeholder Engagement

Partner with internal and external stakeholders to gather insights, understand service pain points, and co-create impactful solutions.
Maintain strong communication channels with distribution channels and operational teams to ensure alignment and support for service initiatives.

Operational Excellence & Continuous Improvement

Champion a culture of continuous improvement by identifying opportunities through root cause analysis, value stream mapping, and other LEAN tools.
Monitor and evaluate the effectiveness of implemented solutions, using data-driven insights to refine and optimize service processes.
Support the development and execution of service excellence roadmaps in collaboration with leadership.

Data Analysis and Insights

Analyze operational and customer feedback data to uncover trends, inefficiencies, and improvement opportunities.
Leverage Voice of the Customer (VoC) and Voice of the Distributor (VoD) data to inform service strategies and drive customer-centric improvements.

Training and Change Enablement

Support the creation and delivery of training and workshops to ensure smooth adoption of new processes and service standards.
Act as a change advocate, helping teams embrace new ways of working and embedding a service excellence mindset.

Qualifications:

Bachelor’s degree in Business Administration, Management, or a related field
At least 6 years’ proven experience in change management, project management, or a related role, preferably within the financial services or insurance industry, with a solid understanding of insurance products and operations.
Strong understanding of LEAN, Six Sigma, or other continuous improvement methodologies (certification preferred).
Excellent communication and interpersonal skills, with the ability to engage and influence stakeholders at all levels.
Solid understanding of operational efficiency and process improvement methodologies.
Experience in designing and delivering training programs will be an advantage.

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).

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