Assistant Manager, Customer Experience & Complaints

HTK; Hong Kong; On-site; HKD 420,000 - 650,000; Full time

Job summary

HTK is seeking an Assistant Manager, Operations Excellence in Hong Kong to lead end‑to‑end complaint cases related to eMPF services and customer experience. You will investigate, communicate findings, and coordinate with trustees, vendors and regulators to ensure timely, fair resolutions.

The role emphasizes problem‑solving, service excellence, and continuous improvement in a fast‑paced environment with multiple stakeholders.

Qualifications

• University degree in Business Administration or related discipline.
• 3–5 years of relevant experience in complaint handling or customer relations, preferably in pensions, insurance or banking.
• Experience handling complex or escalated complaint cases with sound judgement.

Responsibilities

• Handle and resolve customer complaints related to eMPF per internal guidelines and regulatory requirements.
• Communicate complaint responses clearly and empathetically across verbal and written channels.
• Conduct detailed investigations to gather facts and identify root causes of issues.
• Assess risks and escalate high‑risk matters to senior management.
• Liaise with internal departments, trustees, service providers and external parties for timely resolution.
• Prepare management reports, case summaries and trend analyses for review.

Skills

Analytical skills

Investigation

Bilingual English/Chinese

Stakeholder management

Complaint handling

Education

University degree in Business Administration

Job description

HTK is seeking an Assistant Manager, Operations Excellence in Hong Kong to lead end‑to‑end complaint cases related to eMPF services and customer experience. You will investigate, communicate findings, and coordinate with trustees, vendors and regulators to ensure timely, fair resolutions.

The role emphasizes problem‑solving, service excellence, and continuous improvement in a fast‑paced environment with multiple stakeholders.