Head of Customer Payment Management

AXA Hong Kong and Macau

  • Hong Kong
  • Permanent
  • Full-time
  • 11 days ago
About AXA Hong Kong and MacauAXA 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).About AXA Hong Kong and MacauAXA 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).Job Highlights
  • Lead and oversee the Customer Payment Management (CPM) team to ensure efficient and accurate payment processing while fostering a high-performance and customer-centric culture
  • Deliver exceptional payment services to both customers and distributors, enhancing customer experience and operation efficiency
  • Ensure daily operations comply with all relevant regulatory, legal, and internal standards
  • Drive and manage payment related strategic transformation projects and initiatives to better align with evolving business needs and customer expectations.
Responsibilities:
  • Lead the customer payment management team to deliver exceptional cashier/payment services that exceed the expectations of both customers and distributors
  • Oversee daily operations across customer service centres and back-end CPM functions, ensuring smooth and compliant processing
  • Liaise effectively with Finance, Legal, Compliance, and banking/service providers on all payment-related matters
  • Drive and manage payment related strategic transformation projects and initiatives to better align with evolving business needs and market expectations.
  • Ensure all payment processes adhere to applicable compliance, regulatory guidelines, and internal audit standards
  • Detect and investigate irregular or suspicious transactions, implementing measures to mitigate operational and financial risk
  • Monitor key performance indicators (KPIs), ensuring team achievement of Service Level Agreements (SLAs) and continuous improvement in customer experience
  • Cultivate trust and engagement within the team through ongoing motivation and coaching to support their professional development and career growth
  • Promote a culture of compliance, risk awareness, and operational
Qualifications and Requirements:
  • Bachelor's degree in Business, Finance, Mathematics or related disciplines
  • Minimum 8 years of relevant experience in insurance / banking / finance industries
  • Proven track record of effective people leadership in a fast-paced environment
  • Hands-on experience in cashier management or payment processing is highly advantageous
  • Results-driven, dynamic, and visionary leader with strong project management, problem-solving, and presentation skills
  • Good interpersonal and communication skills, with the ability to collaborate across various teams and stakeholders
  • Customer-focused mindset with demonstrated ability to inspire teams, embed a customer-centric culture, and lead transformation initiative
  • Proficiency in written and spoken English and Chinese is essential

CTgoodjobs