Responsibilities: Oversee the daily operations of high-end life claims processing to ensure service excellence and risk control. Review, approve, or recommend settlement of significant and complicated claims beyond Senior Officer authority. Provide leadership, coaching, and performance management to Officers and Senior Officers. Act as escalation point for complex complaints, appeals, and contentious claim cases. Work closely with Compliance, Legal, Medical, and Reinsurance teams on high-risk or sensitive cases. Drive operational efficiency, workflow optimization, and risk mitigation initiatives. Participate in audit reviews, regulatory inspections, and management reporting. Contribute to policy review, claims strategy, and continuous improvement initiatives Qualifications: Bachelor’s degree in Insurance, Law, Business, Finance, or related disciplines. 8–12 years of progressive experience in life insurance claims, including high-end or VIP portfolios. Proven leadership experience with strong people management skills. Excellent decision-making and sound judgment under pressure. Strong understanding of regulatory requirements and market practices. High level of professionalism, discretion, and stakeholder management capability. 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 (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).