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 Kong's 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:

• Bachelor's 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.