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Senior Assistant Broker Service Manager – oversee insurance application processing and office operations in Hong Kong.
Drive process improvement, ensure regulatory compliance, manage vendor & staff, and champion a customer‑centric culture.
Responsibilities
Responsibilities: Manage end-to-end processing of applications, ensuring timely and accurate case submission and handling Ensure compliance with regulatory requirements, company policies, and industry standards Act as a liaison between front office and back office teams to ensure smooth workflow and communication Monitor case progress and proactively resolve bottlenecks or escalations to meet service standards Collaborate closely with underwriting and claims teams on complex cases to ensure accurate and timely decisions Maintain accurate and complete documentation for audit, reporting, and regulatory purposes Prepare regular management reports on operational performance and service metrics Drive continuous process improvements to enhance efficiency, reduce turnaround time, and improve service quality Promote a customer‑centric approach by ensuring clear communication, timely updates, and strong support to policyholders and stakeholders Oversee daily office operations to ensure smooth functioning in line with company standards and local regulations Supervise the Office Administration & Operations team (including reception, mailroom, pantry services, and office assistants) Manage office facilities, including space planning, maintenance, and office supplies Oversee vendor management, including contract negotiation, performance monitoring, and service delivery Ensure effective communication and coordination with senior stakeholders across departments and regions.
Qualifications
Qualifications: Degree holder, preferably in business administration or business management A minimum of 5 years relevant experience in sizeable organization, preferably in the life insurance industry Proficiency in all Microsoft Office applications, especially in Excel Strong leadership and interpersonal skills Self‑motivated, organized, and a committed team player Excellent time management skills and the ability to manage conflicting priorities and cope with stress Proficiency in both written Chinese and English.
About AXA Hong Kong and Macau
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.
Equal Opportunity & Diversity Statement
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.
Additional Resources
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).