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Senior Officer, Complaint Governance and Improvement



Technical Skills

  • Change Management
  • Complaint Handling
  • Compliance
  • Corporate Communications
  • Customer Service
  • Microsoft Excel
  • Microsoft Powerpoint
  • Microsoft Word
  • Process Improvement
  • Project Management
  • Quality Assurance
  • Six Sigma

Job Description

Senior Officer, Complaint Governance and Improvement

Location: HONG KONG

Job Responsibilities

  • Support the Complaint team to manage the Complaint Governance framework
  • Act as a center of excellence in complaint handling to ensure all First Point of Contact handles complaints consistently and professionally, and compliance to the AXAHK Complaint Handling Guidelines. Include but not limited to quality checking complaint cases and compensation cases, drive and deliver trainings and workshops to maintain quality and consistent complaint handling approach.
  • Support regular reporting by providing useful findings and analysis via day-to-day work, include but not limited to quality assurance exercise, call monitoring.  
Reduction of Complaint
  • Provide day-to-day support to all initiatives to drive reduction of complaint to enhance customer experience in a consistency and professional manner, as well as evaluate the effectiveness of the initiatives for post-launched.
  • Liaise with relevant parties to ensure the implementation of action plan and closely monitor the project timeline.
  • Assist in reviewing and updating AXAHK Complaint Handling Guidelines on regular basis and ensure well communication to all internal parties.
  • Provide administrative support to the complaint team.

Cultivate customer-centric culture

  • Promote customer centricity and collaboration to the team and among AXAHK through different initiatives
  • Provide support to deliver relevant communications and dashboards
Driving changes and improvements
  • Support and assist team head to drive and deliver improvement initiatives
  • Perform gap analysis and provide improvement suggestions to the team head to reduce complaint and strengthen complaint governance model


Job Requirements

  • Degree holder in Business Studies / Commerce , etc
  • Minimum 2 - 3 years of experience in Business Analyst role, with experience in insurance industry is highly preferred
  • Strong presentation and communication skills
  • Logical thinking with strong analytical and problem solving skills
  • Result-oriented mindset and proactive approach in driving change and innovation
  • Basic understanding of change management and any process improvement methodology, e.g. six sigma, lean, human center design
  • Project management knowledge and experience. Can follow through a project or task independently
  • Abilities to work independently. Can understand the big picture but also require strong attentiveness to details
  • Basic understanding of diverse business process and process improvement initiatives
  • Great sense of ownership and self-motivated to deliver result within tight timeline. With a can-do attitude and able to work under pressure
  • Strong support to drive the initiatives in complaint team, includes reduction of complaints
  • Proficient MS office skills including Word, Excel, PowerPoint, etc
  • Excellent spoken and written English and Cantonese
Employment TypeFull-time
Education LevelBachelor
LanguageEnglish, Cantonese
AXAInsurance and Reinsurance

42/F., AXA Tower, Landmark East, 100 How Ming Street, Kwun Tong

directions_walk8 mins walk from Kwun Tong Station