Manager, Customer Relations, Hong Kong Retirement

Manager Customer Relations Hong Kong Retirement

The Manager Customer Relations HK Retirement is a key client-facing role responsible for managing a portfolio of strategic employer relationships delivering exceptional service experiences and driving engagement and retention outcomes.

The incumbent serves as a trusted advisor and primary relationship owner for corporate employers intermediaries and key stakeholders while contributing to service excellence member engagement digital adoption and business growth initiatives. This role plays a critical part in translating customer insights into actionable improvements strengthening client loyalty and ensuring successful delivery within Hong Kongs evolving retirement and pensions landscape.

Position Responsibilities:

Relationship Management

• Serve as the primary relationship owner and key point of contact for assigned employer clients intermediaries and strategic business partners within Hong Kong Retirement.

• Develop and maintain strong long-term client relationships through proactive engagement regular business reviews and solution-oriented discussions.

• Lead high-impact client meetings covering service performance member experience scheme administration matters strategic initiatives and engagement opportunities.

• Proactively identify service gaps risk areas and client concerns and develop effective recovery and retention strategies to strengthen customer confidence.

• Lead escalation management and complaint resolution activities coordinating with internal stakeholders to achieve timely and effective outcomes.

• Represent the business in complex or sensitive client situations balancing customer expectations regulatory requirements operational feasibility and business objectives.

• Drive continuous improvement in service quality operational efficiency client satisfaction and customer engagement outcomes.

• Deliver employer briefings member education programs retirement planning seminars and engagement campaigns.

• Provide strategic recommendations to enhance member understanding participation and confidence in retirement planning.

• Identify emerging customer needs and recommend innovative solutions that enhance client value and overall customer experience.
  

Business Growth & Engagement

• Partner with internal stakeholders to drive member engagement digital adoption financial wellness and customer education initiatives.

• Promote digital servicing solutions and support employers and members in adopting digital platforms to enhance customer experience and operational efficiency.

• Support client retention initiatives and identify potential business opportunities through regular customer engagement and needs assessments.

• Partner with Account Management Sales and Distribution teams by referring qualified business opportunities and supporting lead generation activities.

• Analyze customer feedback service trends and engagement insights to identify opportunities for service enhancement and relationship strengthening.

• Contribute to strategic initiatives that improve customer loyalty retention and market competitiveness.
  

Stakeholder & Project Management

• Collaborate closely with Operations Compliance Legal Sales Marketing Product Technology and external service providers to deliver positive client outcomes.

• Lead customer-related projects transformation initiatives process improvement programs and service enhancement activities.

• Support business readiness client communication and stakeholder engagement activities arising from regulatory operational system and platform changes including eMPF-related initiatives.

• Manage stakeholder expectations and drive timely resolution of customer issues and service challenges.

• Influence cross-functional stakeholders to achieve client objectives while balancing operational risk and business considerations.

• Participate in strategic business initiatives that enhance customer experience and operational effectiveness.
  

Risk & Compliance

• Ensure adherence to all regulatory requirements governance standards company policies and internal control procedures.

• Monitor operational risks within the Customer Relations function and implement appropriate mitigation and control measures.

• Ensure all employer intermediary and member interactions are conducted professionally and in accordance with contractual obligations and regulatory requirements.

• Support internal audits compliance reviews regulatory inspections and reporting activities as required.

• Escalate emerging client operational compliance or reputational risks in a timely manner to appropriate stakeholders.
  

Required Qualifications:

• Bachelors degree in Business Administration Finance Marketing Communications or a related discipline.

• Strong knowledge of retirement schemes pensions MPF ORSO employee benefits and the Hong Kong retirement industry.

• Minimum 6-10 years of experience in customer relations client servicing account management relationship management or related roles within financial services pensions insurance asset management or employee benefits.

• Proven track record in managing strategic client relationships complex stakeholder engagements and service delivery excellence.

• Experience in managing large corporate clients NGOs government organizations public sector entities educational institutions or employee benefit programs will be advantageous.

• Strong experience in service recovery complaint resolution and client retention management.

• Holder of MPFA-regulated licenses and relevant licenses where applicable.

• Excellent communication presentation negotiation and stakeholder management skills.

• Strong analytical problem-solving decision-making and project management capabilities.

• Ability to interpret customer insights service metrics and operational data to support business decisions and continuous improvement initiatives.

• Demonstrated ability to influence stakeholders across multiple functions and levels of seniority.

• Proficiency in Microsoft Office applications including PowerPoint Excel Word Outlook and collaboration tools.