同心抗疫，携手共赢 —— 2022年一季度全员大会
2022 Q1 Solidarity Townhall
4月22日，2022年第一季度全体员工大会在线召开，共有超过1500名同仁远程接入参会。在回顾一季度开门红整体表现的同时，各业务条线都分享了取得良好业绩的经验与心得，管理层也介绍了公司在抗击疫情、客户服务、ESG推广计划、员工敬业度调研等方面的情况。传递公司战略方向的同时，更连接起每一个安盛伙伴，让我们同心携手，温暖彼此。
首先与大家分享的好消息是开门红成绩揭晓，业绩目标全面超额达成！机构端全险种保费达成12.4亿元，全部产品线均超预算进度，达成106.2%，同比增长22.7%。车险保费在面临严峻的市场压力下，实现增长9.5%；健康险保费破亿，同比增长超2.5倍，达成1.04亿；商业险翻倍成长，达6300万；零售险破亿，达1.06亿元，增幅65%。能够在疫情的不利影响下取得这样的成绩，值得我们为自己骄傲，为自己鼓掌。
三月以来，新冠疫情再度爆发，上海成为抗击疫情的主战场。公司第一时间启动应急机制，开启全天候在线理赔通道，通过设置在线理赔专员，简化理赔流程等方式，确保客户服务的可持续性；同时还携手未来医生提供在线医疗咨询服务，帮助客户应对因疫情筛查与闭环管理所带来的不便，充分体现出我们身为“陪伴者”的担当。
疫情当前，守护员工的健康和安全是公司的首要任务。管理层第一时间成立应急工作组，通过部署远程办公、职场消杀、建立协同应急机制等措施，最大限度地保护员工安全。公司现在每天都通过企业微信收集上海同事健康状况，就是为了随时准备提供紧急援助；公司筹措的抗疫物资包也陆续发送到了居家同事的手中，希望能够帮助大家应对封控带来的不便。在这里我要感谢IT、安全、行政、人力资源、客户服务和理赔等多个团队，是你们让安盛天平的服务不打烊，让员工及其家人的安宁得到保障。
抗疫期间涌现出很多令人感动的人和事，尤其令我敬佩的是两位主动申请驻守金桥职场的IT同事——侯峰和许金秋。从3月28日起，他们在金桥职场坚守至今，为公司系统的平稳运行保驾护航。我们不难想象他们所面临的诸多不便，更通过前方发来的“最美逆行者日记”，直观感受到他们强烈的责任感和使命感，以及乐观的精神与饱满的情绪，请允许我代表公司向侯峰和许金秋表示感谢，你们辛苦了！还有来自理赔客服、IT运营、上海作业中心、财务会计、CEO办公室、渠道和意健险等团队的同事们积极投身社区志愿者队伍，他们践行了安盛“守护生命之本，践行人类进步”的使命，为疫情防控带来了安盛人的色彩和温度。
这些成绩的取得离不开总分上下的团结协作与敬业奉献，请允许我再一次代表公司管理层向大家致以最诚挚的感谢！
随后几位管理层也应邀与大家分享了各自角度的回顾和展望。
首席运营官余健光回顾了公司抗击疫情的整体表现，疫情初期出台应对措施，疫情蔓延后克服重重困难，确保了员工安全健康与业务的可持续性。期间还插播了一段趣味横生的视频，让我们直观感受到两位最美逆行者的主人翁精神，以及积极投身社区志愿服务，弘扬了“安盛筑爱在行动”精神的安盛“大白”们的风采。
首席理赔和客服官阳勇分享了疫情期间安盛服务客户不停歇的秘诀——未雨绸缪制定理赔应急预案，如配置防疫物资，消杀理赔车辆，制定备班方案等，团队用点滴行动筑起一道道抗击疫情的防线，确保公司与客户之间的服务桥梁不中断。第一季度日均新增报案量超过900起，我们依然保持电话接通率99.8%，电话服务满意度99.9%的佳绩，23面车险服务锦旗就是客户的肯定与信赖。
执行副总裁周连成回顾了一季度开门红的圆满收官，并邀请浙江分公司总经理何中晓、河北分公司总经理陈国水作为优秀机构代表从多元发展、团队激励、渠道突破、产品布局、追踪辅导等维度分享了取得开门红佳绩的经验心得。并为二季度设立了更具挑战性的目标：渠道经营兼顾线上线下，团客经营积累经验提升能力，基础建设回溯过程检视结果，合规经营完善制度管理水平，自信前行坚定道路与文化自信。
总精算师兼首席定价官殷兆男从坚持3.0的发展思路的角度，解读了车险业务在一季度取得业务和成本“双优”开局的成色，并要求二季度在坚持成本优化的同时，积极进行上半年业务发展布局——聚焦续保客户留存，推动电销新客户的增长，在实现目标增速5%的基础上力争挑战7%。作为公司业务的基本盘，车险条线的战略项目部署情况同样引人关注，不论是推动客户升级，进行中高端客群试点落地；还是新能源车险项目的最新进展及阶段性成果，都一步一个脚印地踏实前行。
首席商业险业务官曾翔介绍了商业险一季度经营情况：保费超额达成预算，同比增长28.6%；运营效率显著提升，优化操作系统及日常管理；探索非洲海外项目等业务增长点，并通过与头部保司及外资经纪建立战略合作关系为业务长期发展做好储备。此外，商业险的整体目标，及其在机构端的推进策略也一一与大家分享。
首席市场营销及公共事务官黄长青分享了ESG推广计划，从基本概念入手，介绍了ESG在监管、集团和公司三个不同层面的战略意义及实施路径。在2021年的AESI（AXA Entity Sustainability Index）评比中，安盛天平是全球30个参与调研的实体中进步最快的——从2020年的35名上升至19名。通过对公司ESG战略框架、管理委员会组织架构和工作时间表的深入解读，让我们对可持续发展之路充满信心与期待。
首席人力资源官周颖照介绍了3月份刚刚结束的员工满意度调研（Pulse Survey）的结果，此次调研参与的员工从去年12月总部571人增加到全员2819人，参与率达到95%，更全面真实地反映了员工心声。通过对标集团结果和基于过去四次调研结果描摹出整体趋势，从授权、战略一致、价值趋同、员工净推荐值、简明高效、客户优先、身心健康、团队关系等维度解读员工需求，推动形成有层次、可落地，并有资源匹配的行动计划。相信持续跟进反馈和追踪成效，将有助于打造更受员工青睐的企业文化与职场氛围。
本次大会在全员线上大合影中落下帷幕，在屏幕上看到大家的笑脸非常亲切。希望接下来全体同仁再接再厉，保持一季度稳中有进、进中提质的良好势头，推动二季度目标任务的达成与突破。
On April 22, the 2022 Q1 Solidarity Townhall was held online, with more than 1,500 colleagues attended remotely. While reviewing the overall performance of the rosy start in the first quarter, all business lines shared their experiences and good practice. The senior management also introduced the solidary efforts in the fight against the epidemic, customer service, ESG promotion plan, pulse survey, etc. While conveying the company’s strategic direction, it also connects every AXA people in the challenging times.
During the session, the first topic was our outperformance in the rosy start program. The premium of all insurance products reached RMB 1.24 billion, a YOY increase of 22.7%. Under severe market pressure, motor insurance premiums increased by 9.5%; health insurance premiums reached 104 million with a YOY growth of more than 2.5 times; commercial insurance doubled to 63 million; retail insurance reached 106 million yuan with a rise of 65%. To be able to achieve such achievements under the adverse impact of the epidemic is worthy of our pride and applause.
Since March when the epidemic has resurged, Shanghai becomes the main battlefield to fight the epidemic. We immediately activated the emergency mechanism, the 24/7 online claim settlement channel, and ensured the sustainability of customer service by setting up online claims settlement specialists and simplifying the claims settlement process. The inconvenience caused by screening and closed-loop management fully reflects our responsibility as “partner”.
During the epidemic, protecting the health and safety of employees is the company’s top priority. The management set up an emergency working group as soon as possible to maximize the safety of employees by deploying remote office, workplace disinfection, and establishing a coordinated emergency response mechanism. The company now collects the health status of Shanghai colleagues through WeCom every day and provide emergency assistance at any time; the food packages rationed by the company have also been sent to colleagues in Shanghai, hoping to help everyone cope with the inconvenience caused by the lockdown. Here I would like to thank the IT, security, administration, human resources, customer service and claims teams for keeping AXA Tianping’s service continuity and ensuring the peace of mind for employees and their families.
In addition, I would like to express my appreciation to the two IT colleagues who took the initiative to apply to be stationed in the Jinqiao office – Hou Feng and Xu Jinqiu. Since March 28, they have been sticking to the Jinqiao office ensuring the smooth operation of the IT system. It is not difficult for us to imagine the many inconveniences they face. Through the “Diary of the Most Beautiful Retrograde” sent from the frontline, we can truly feel their strong sense of responsibility and mission, as well as their optimistic spirit and emotions. Please allow me to represent the company to send our gratitude to Hou Feng and Xu Jinqiu! There are also colleagues from the claims, customer service, IT operations, Shanghai operation center, finance & accounting, CEO office, distribution, and health line and other teams actively participating in the community volunteer team. They are living the AXA Purpose by protecting what matters most.
The achievement cannot be achieved without your solidarity and dedication, Thanks everyone for your contribution!
Other senior management members followed on other topics:
Chief Operating Officer Philip Yu reviewed the company’s overall performance in fighting the epidemic. In the early stage of the epidemic, countermeasures were introduced, to ensure the safety and health of employees and the sustainability of business. An interesting video was also inserted during the period, allowing us to intuitively feel the ownership of the two most beautiful retrogrades, as well as the AXA volunteers who actively participated in community volunteer services and carried forward the spirit of ” AXA Hearts in Action”.
Chief Claims and Customer Service Officer Yang Yong revealed the secret of AXA’s non-stop service to customers during the epidemic–take emergency plans for claims settlement, such as deploying anti-epidemic materials, disinfecting claim settlement vehicles, formulating shift preparation plans, etc. The line of defense against the epidemic is built to ensure that the connection between the company and customers is not interrupted. In the first quarter, the daily average number of new cases reported exceeded 900. We still maintained a 99.8% telephone connection rate and 99.9% telephone service satisfaction rate. The 23 motor insurance service pennants are the affirmation and trust of customers.
Executive Vice President Zhou Liancheng elaborated the first quarter result, and invited He Zhongxiao, general manager of Zhejiang Branch, and Chen Guoshui, general manager of Hebei Branch, as representatives of outstanding institutions, shared their experience to develop diversified development, team incentives, channel breakthroughs, product layout, tracking and counseling. They also set a challenging target for the second quarter: channel operation considering both online and offline, group customer operation to accumulate experience to improve ability, review results of infrastructure retrospective process, compliant operation, improve system management level, and insist brand confidence.
Scott Yin, Chief Actuary and Chief Pricing Officer, interpreted the “double excellence” of the motor insurance business in the first quarter from the perspective of adhering to the development idea of 3.0 era, and requested that in the second quarter, while adhering to cost optimization, actively carry out the H1 business development layout—focusing on renewing customer retention, promoting the growth of new e-marketing customers, and striving to obtain 7% growth on the basis of achieving the target growth rate of 5%. As the basics of the business, the deployment of strategic projects in the motor insurance line is also attracting attention, whether it is promoting customer upgrades, conducting pilot projects for mid-to-high-end customers, or the latest progress and phased results of new energy vehicle insurance projects, all step by step.
Shaw Zeng, Chief Commercial Officer, introduced the Q1 commercial achievement: premiums exceeded the target with YOY increase of 28.6%; operational efficiency significantly improved, operating systems and daily management optimized; business growth points such as overseas projects in Africa were explored, and through cooperation with top insurance companies and foreign brokers, we have established strategic and cooperative relationships to prepare for the long-term development of the business. In addition, the overall goals of commercial insurance and its promotion strategy on the institutional side are also shared with you.
Chief Marketing and Communications Officer Eva Huang shared the ESG strategy and plans, starting from the basic concepts, and introduced the strategic significance and implementation paths of ESG at three different levels of regulation, group, and local entity. In the 2021 AESI (AXA Entity Sustainability Index) rankings, AXATP recorded the highest jump from the 30 participating entities worldwide – up from 35th in 2020 to 19th. Through in-depth understanding of the company’s ESG strategy framework, management committee organizational structure and work schedule, we are full of confidence and expectations for the road to sustainable development.
Chief Human Resources Officer Danielle Zhou introduced the results of the recent Pulse Survey that just concluded in March. The number of employees participating in the survey increased from 571 in December 2021 to 2,819 at the headquarters, with a participation rate of 95%. A more comprehensive and true reflection of the voices of employees. By benchmarking the results of the group and describing the overall trend based on the results of the past four surveys, it interprets the needs of employees from the dimensions of authorization, strategic alignment, value convergence, employee NPS, conciseness and efficiency, customer priority, physical and mental health, and team relationships. It helps to build hierarchical, implementable, and resource-matching action plan. It is believed that continuous follow-up feedback and tracking of results will help create a sound corporate culture and workplace atmosphere that is more favored by employees.
The conference ended with the virtual group photo of all the members. It was very kind to see everyone’s smiling faces on the screen. It is hoped that all colleagues will make persistent efforts to maintain the good momentum of steady progress and quality improvement in the first quarter and promote the achievement and breakthrough of the goals and tasks in the second quarter.