Senior Manager, Customer Relations, HK Retirement

The Senior Manager Client Relations is a senior frontline leadership role accountable for client relationship management service quality and customer outcomes across Hong Kong Retirement (MPF and related retirement solutions).

This role acts as a key client interface for corporate employers intermediaries and internal stakeholders while also playing a strategic role in uplifting service efficiency member engagement and client retention outcomes. The incumbent translates customer insights into actionable service improvements ensuring delivery excellence in a fastevolving retirement landscape.

Position Responsibilities:

• Serve as a senior client relationship & stakeholder management owner for key employer clients intermediaries and strategic partners within Hong Kong Retirement
• Lead highimpact client discussions on service delivery member experience scheme strategic relationship building and engagement initiatives
• Proactively identify gaps for situations manage service recovery plans and drive retention strategies
• Represent the business in complex or sensitive client issues ensuring balanced outcomes across client needs business outcomes and operational practicality
• Drive continuous improvement of service efficiency effectiveness and penetration across client relations and member servicing touchpoints
• Evaluate endtoend service journeys identifying gaps bottlenecks and opportunities for uplift
• Champion a customercentric culture ensuring client and member perspectives are embedded in service design and execution
• Partner closely with stakeholders operations outreach and support teams to resolve systemic issues impacting client experience
• Implement the member education programs employer briefings and engagement campaigns
• Provide strategic recommendations to enhance member understanding participation and confidence in retirement planning.
• Act as a senior partner to internal stakeholders ensuring service initiatives are businessrelevant practical and implementationready
• Provide guidance and coaching to client relations and servicing teams to uplift capability and frontline effectiveness

Required Qualifications:

• University degree with extensive industry knowledge in retirement or pension management preferably with 6 -10 years of relevant experience with strong exposure to client relations servicing or business leadership roles within MPF insurance financial institutions or trustee environments
• Proven experience in frontline client management complex issue resolution and senior stakeholder engagement
• Strong service mindset with the ability to balance customer advocacy and commercial discipline
• Excellent interpersonal skills communications skills with proficiency in written English Chinese spoken English Cantonese and Mandarin with advantages

When you join our team:

• Well empower you to learn and grow the career you want.
• Well recognize and support you in a flexible environment where well-being and inclusion are more than just words.
• As part of our global team well support you in shaping the future you want to see.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider helping people make their decisions easier and lives better. To learn more about us visit is an Equal Opportunity Employer

At Manulife/John Hancock we embrace our diversity. We strive to attract develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment retention advancement and compensation and we administer all of our practices and programs without discrimination on the basis of race ancestry place of origin colour ethnic origin citizenship religion or religious beliefs creed sex (including pregnancy and pregnancy-related conditions) sexual orientation genetic characteristics veteran status gender identity gender expression age marital status family status disability or any other ground protected by applicable law.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process contact .