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. When you join our team: We’ll empower you to learn and grow the career you want. We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words. As part of our global team, we’ll 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 . Manulife 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 . Working Arrangement Hybrid