Customer Experience & Process Excellence Manager

HTK; Hong Kong; On-site; HKD 900,000 - 1,300,000; Full time

Job summary

HTK in Hong Kong seeks a Manager, Customer Centricity (eMPF) to drive complaint-led improvement and preventive measures. You will simplify journeys, improve communication, and ensure consistent, accessible service channels for eMPF employers and members.

You will lead end-to-end process enhancements, map journeys across departments, and build a culture of operational excellence with staff training and campaigns. A data-driven, cross-functional approach is essential.

Qualifications

• Demonstrated ability to drive customer-centric and end-to-end process improvements.
• Ability to lead governance frameworks for CX and operations.
• Experience building cultures of operational excellence and training staff.

Responsibilities

• Oversee and implement customer-centric and operational excellence initiatives across the organization.
• Lead CX and operational governance framework to align with priorities and standards.
• Develop programs to foster a culture of excellence and clear accountability.
• Identify complaints and issues to drive root-cause analysis and improvements.
• Map cross-department processes to identify bottlenecks and opportunities.
• Drive change management with cross-functional collaboration and robust planning.
• Demonstrate 15+ years of relevant experience in pensions, insurance, or financial services.
• Communicate clearly, influence stakeholders, and avoid jargon.
• Use data-driven storytelling to embed excellence across the enterprise.

Skills

Customer Centricity

Operational Excellence

Change Management

Process Mapping

Data Analytics

Stakeholder Management

Cross-Functional Leadership

Job description

HTK in Hong Kong seeks a Manager, Customer Centricity (eMPF) to drive complaint-led improvement and preventive measures. You will simplify journeys, improve communication, and ensure consistent, accessible service channels for eMPF employers and members.

You will lead end-to-end process enhancements, map journeys across departments, and build a culture of operational excellence with staff training and campaigns. A data-driven, cross-functional approach is essential.