Senior Manager, Operations Excellence

Job description

Senior Manager, Customer Relations (eMPF) Location: Hong Kong Department: Customer Relations & Operations Excellence Role purpose This role is ideal for a proactive and resilient professional who is motivated by solving problems, improving customer outcomes, and making a visible impact in a dynamic eMPF environment. The Senior Manager, Customer Relations (eMPF) is responsible for managing end‑to‑end complaint cases related to eMPF services and customer experience, ensuring timely, fair and professional resolution in line with internal policies and external regulatory requirements, while helping to drive service excellence and continuous improvement. What you will do Handle and resolve customer complaints related to eMPF received via phone, email, written correspondence and other service channels in accordance with internal guidelines and applicable regulatory requirements. Manage complaint communication through both verbal and written channels, ensuring responses are clear, accurate, professional and empathetic. Conduct detailed investigations into complaint cases, gather facts from relevant systems and stakeholders, and identify the root cause of each issue. Assess operational, compliance, regulatory and reputational risks arising from complaint cases, and promptly escalate sensitive, urgent or high‑risk matters to senior management. Direct and monitor the daily operations of the Customer Relations (eMPF), providing guidance and support to ensure the high performance of team members. Liaise with internal departments, trustees, service providers, vendors and external parties to facilitate thorough investigation and timely case resolution. Support liaison with the MPFA and other relevant parties on complaint cases, information requests, case updates and reporting matters where required. Recommend practical and sustainable resolutions that balance customer fairness, regulatory expectations and operational feasibility. Monitor and achieve assigned complaint handling KPIs, including turnaround time, response quality, case accuracy and closure effectiveness. Identify recurring issues and complaint trends, and work with stakeholders to implement remedial actions and process improvements that enhance customer experience and reduce repeat complaints. Prepare regular and ad hoc management reports, case summaries, trend analysis and briefing materials for management review. Support the review and enhancement of complaint handling policies, guidelines, templates and procedures to ensure alignment with business needs and regulatory expectations. Conduct service quality checks and share knowledge with team members and frontline staff to strengthen complaint handling standards and uplift service capability. Participate in incident management, service recovery and project activities related to eMPF customer issues, and contribute positively in a fast‑paced environment where teamwork and initiative matter. What we are looking for University degree in Business Administration or related discipline. 8-10 years of relevant experience, including 5 years in complaint management or customer relations, preferably in the pensions, insurance, or banking industry. Minimum 5 years of people management experience. Experience in handling complex or escalated complaint cases, with sound judgement and the ability to manage sensitive situations professionally. Strong ability to work under pressure, manage multiple priorities and meet tight deadlines without compromising quality, accuracy, or compliance. Detail‑minded with strong analytical and investigative skills, and able to review facts carefully, identify gaps and maintain high‑quality documentation. Excellent verbal and written communication skills in English and Chinese, including the ability to draft clear complaint replies, case summaries and management or regulatory correspondence. Strong interpersonal and stakeholder management skills, with the ability to collaborate effectively across operations, technology, compliance, legal and external counterparties. Good understanding of complaint handling principles, customer fairness, service recovery, and risk awareness. Knowledge of MPF operations, pension administration or relevant regulatory expectations is an advantage. The qualities that will help you succeed Self‑motivated, positive, and proactive, with the drive to take ownership and move cases forward with minimal supervision. Calm, resilient and mature, with the confidence to manage difficult conversations and challenging situations professionally. Strong sense of ownership, urgency, accountability, and commitment to case closure. Customer‑centric mindset with a passion for fair outcomes, service excellence, and continuous improvement. High integrity and discretion in handling confidential or sensitive information. Growth‑oriented and open to learning, with the mindset to contribute ideas, strengthen processes and build capability over time.