Customer Relations Lead, Complex Complaints (eMPF)

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

Job summary

HKT is seeking a Senior Manager, Customer Relations (eMPF) to lead end-to-end complaint management for eMPF services. You will guide a team, liaise with trustees and providers, and ensure timely, fair resolutions in line with internal policies and regulatory requirements.

The role requires 8-10 years of relevant experience including 5 in complaint management with strong English and Chinese communication, and significant people management abilities.

Qualifications

• 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 pensions/insurance/banking.
• Minimum 5 years of people management experience.
• Experience handling complex or escalated complaint cases with professional judgement.
• Strong written and spoken English and Chinese skills for clear replies and reports.

Responsibilities

• Handle and resolve eMPF-related customer complaints across channels.
• Manage complaint communications ensuring clarity, empathy and accuracy.
• Investigate root causes, gather facts from systems and stakeholders, and document findings.
• Escalate high-risk matters to senior management when needed.
• Oversee daily operations of the Customer Relations team and guide staff.
• Coordinate with internal departments, trustees, service providers, and external parties for timely resolutions.
• Prepare management reports and trend analyses on complaints.
• Support policy reviews and process improvements to enhance customer experience.

Skills

Complaint handling

People management

Stakeholder management

Bilingual English/Chinese

Education

University degree in Business Administration

Job description

HKT is seeking a Senior Manager, Customer Relations (eMPF) to lead end-to-end complaint management for eMPF services. You will guide a team, liaise with trustees and providers, and ensure timely, fair resolutions in line with internal policies and regulatory requirements.

The role requires 8-10 years of relevant experience including 5 in complaint management with strong English and Chinese communication, and significant people management abilities.