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 busin