Head of Claims Operations Excellence and Transformation

Job Summary

The Head of Claims Operations Excellence and Transformation (Life & EB) is a strategic leadership role responsible for overseeing the end-to-end management of the Claims function for both Life and Employee Benefits insurance products. The incumbent will spearhead the Claims Transformation initiative, defining the future-state operational model, optimizing workflows, and enhancing customer experience. This role requires a combination of strategic vision, operational expertise, change management skills, and a customer-centric mindset to deliver operational excellence and drive continuous improvement.

Key Responsibilities

1. Claims Experience Delivery Lead the Claims team’s active participation in the Claims Transformation project by defining and shaping future-state process requirements. Develop and articulate a comprehensive Claims Target Operating Model (TOM) aligned with strategic objectives and customer needs. Collaborate with cross-functional teams to design streamlined, efficient, and digitized end-to-end claims workflows across Life and Employee Benefits portfolios. Provide expert insights on claims operations, including assessment practices, incident handling, and digitization initiatives, ensuring optimal process design and customer satisfaction. Drive the adoption of new claims processes, ensuring seamless transition and integration into daily operations. 2. Transformation Leadership Define clear operational objectives and performance metrics to measure the success of the Claims transformation. Lead change management initiatives to prepare, support, and enable teams through process changes, technology adoption, and cultural shifts. Foster a culture of continuous improvement, innovation, and operational excellence within the claims function. Ensure compliance with regulatory requirements and internal controls throughout the transformation process. 3. Stakeholder Engagement & Collaboration Act as a key liaison between business units, IT, external vendors, and senior leadership to ensure alignment on transformation goals and deliverables. Communicate transformation progress, challenges, and successes effectively to all stakeholders. Gather feedback from customers and internal stakeholders to inform process enhancements and service improvements. 4. Operational Oversight & Risk Management Oversee day-to-day claims operations to ensure efficiency, accuracy, and timeliness. Identify risks related to claims processing and implement mitigation strategies. Monitor operational KPIs and drive initiatives to improve claim settlement times, accuracy, and customer satisfaction. 5. Team Leadership & Development Build, develop, and lead high-performing claims teams with a focus on skills development, engagement, and accountability. Promote a customer-centric and innovative mindset within the team. Facilitate training and change management programs to ensure team readiness for new processes and technologies. Qualifications & Experience: Bachelor’s degree in Business Administration, Insurance, Finance, or related field. Minimum of 10 years of experience in insurance claims management, with at least 5 years in a leadership role. Proven experience leading large-scale claims transformation projects, especially in Life and Employee Benefits insurance. Deep knowledge of claims processes, assessment practices, digitization, and regulatory compliance. Strong change management, project management, and stakeholder engagement skills. Demonstrated ability to innovate, drive operational excellence, and lead cross-functional teams. Excellent communication, leadership, and strategic thinking capabilities. Candidates with more experience will be consider for a Director role 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. 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. Click here to learn more about our Benefits ([external link] Culture ([external link] & Career Development ([external link]