Customer Relations & Operational Excellence Lead

HKT

Hong Kong

On-site

HKD 900,000 - 1,300,000

Full time

4 days ago

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Job summary

HKT is seeking a Manager, Customer Relations & Operational Excellence (eMPF) to act as a change agent, driving customer-centric and operational excellence initiatives across the end-to-end journey. You will identify root causes, validate findings with stakeholders, and deliver sustainable improvements that enhance customer experience and service quality.

The role requires a university degree in business, at least 8 years in related areas, and strong analytical and communication skills.

Qualifications

University degree in Business Administration or related field.
Minimum 8 years of experience in customer relations or operational excellence.
Experience in MPF administration and services preferred.
Knowledge of contact centre operations is advantageous.
Strong analytical and problem-solving skills with experience in root cause analysis.

Responsibilities

Lead end-to-end reviews of enquiry journeys with stakeholders to identify pain points and service gaps.
Conduct structured root cause analyses for customer feedback and incidents; validate findings across functions.
Identify recurring issues and trends and drive improvements to enhance customer experience.
Promote a culture of continuous improvement using structured problem-solving methodologies.
Review customer communications and service processes to improve clarity and consistency.