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…