Assistant Service Improvement Manager

Location Hong Kong
Experience level Experienced Hire
Job details sector Life & Savings Insurance
Apply before Date not available

Manage service recovery of ICF/TCF (Instant Customer Feedback/Transparent Customer Feedback)

Perform first level investigation to identify root cause and case owners

Liaise and follow up with relevant departments/case owners to resolve customers’ feedback &/or issues.

Work with case owners to actively manage resolution within SLA.

Work with frontline leads and case owners to ensure cases are follow up on

Ensure resolutions to customers are provided in a timely manner

Draft and send letters/emails for case resolution when necessary.

Monitor ICF/TCF daily volume and report accordingly 

Provide feedback and suggestion within Contact Centre for process improvement if any

Identify knowledge gaps and recommend training needs by performing monthly analysis

Manage and lead Service Improvement Officer

Handle escalations to head of department and senior management if any  

Prepare reports and power point presentations, represent department at periodic updates with other internal stakeholders,

Drive improvements through collaboration, empowerment and process improvements with stakeholders from all products, channels and segments using complaint analysis. 

• Experience in handling escalation. Preferably have experience in insurance.  
• Familiar with Contact Centre operating systems and processes and products.
• Confident and possess strong interpersonal skills with the ability to work well with people of all levels
• Excellent in written and verbal communication (English, Cantonese and preferably Mandarin as well)
• Self-motivated and is able to work in a fast-paced and demanding environment.
• Analytical, able to identify trends and make strategic recommendations
• Skilled in performing analysis using Excel BI/Macro/Powerpoint

Would you like to wake up every day driven and inspired by our noble mission and to work together as one global team to empower people to live a better life? Here at AXA we strive to lead the transformation of our industry. We are looking for talented individuals who come from varied backgrounds, think differently and want to be part of this exciting transformation by challenging the status quo so we can push AXA - a leading global brand and one of the most innovative companies in our industry - onto even greater things.


In a fast-evolving world and with a presence in 64 countries, our 166,000 employees and exclusive distributors anticipate change to offer services and solutions tailored to the current and future needs of our 103 million customers.

AXA Hong Kong, a member of the AXA Group, prides itself of serving over 1 million customers in Hong Kong and Macau. Besides being one of the largest health protection providers in Hong Kong, it is also the number 1 General Insurance provider1 and a market leader in motor insurance.

AXA Hong Kong is committed to helping its customers achieve stability and prosperity through providing a comprehensive range of life, health, property and casualty protection, as well as wealth management and retirement solutions.
We believe it is our inherent responsibility to support the communities we operate in, hence creating a sustainable business via constant and considerable contribution in the dimensions of health, environment and the community.

AXA is an equal opportunity employer. We are committed to promote 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 maximize their personal potential.

1Based on 2013 Office of the Commissioner of Insurance market share statistics

We offer excellent career prospects and attractive remuneration package to the right candidates.