Manager, Customer Relations, Hong Kong Retirement
Core
Manage strategic employer relationships and drive engagement/retention outcomes for the Hong Kong Retirement portfolio.
Role type
Senior IC Manager, Customer Relations
Builds
Service excellence, member engagement, digital adoption, and business growth initiatives for corporate employers and intermediaries.
Domain
Financial services, pensions, retirement schemes (MPF, ORSO)
Deliverable
client delivery
Required skills
Strategic relationship management, service recovery, complaint resolution, stakeholder influence, project management, regulatory compliance knowledge, data analysis
Preferred skills
Managing large corporate/NGO/government clients, MPFA-regulated licenses
Technologies
Microsoft Office (PowerPoint, Excel, Word, Outlook), collaboration tools
Responsibilities
Serve as primary relationship owner for assigned employer clients; lead high-impact client meetings on service performance and strategic initiatives; identify service gaps and develop retention strategies; manage escalation and complaint resolution; deliver employer briefings and member education programs; partner with internal teams to drive digital adoption and business growth; lead customer-related projects and process improvements; ensure adherence to regulatory requirements and governance standards.
Seniority
Manager, strategic client ownership