Customer Relations Senior Manager — eMPF

HTK; Hong Kong; On-site; HKD 900,000 - 1,200,000; Full time

Job summary

HTK is seeking a Senior Manager, Customer Relations (eMPF) in Hong Kong to lead end-to-end complaint management for eMPF services, ensuring timely and fair resolutions in line with policies and regulatory requirements. You will drive customer experience improvements and oversee day-to-day operations of the Customer Relations (eMPF) team.

The role requires deep experience in complaint handling, strong English and Chinese communication, and the ability to manage stakeholders across operations,

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, or banking.
• Minimum 5 years of people management experience.
• Experience in handling complex or escalated complaint cases, with sound judgement and the ability to manage sensitive situations professionally.
• Strong ability to work under pressure, manage multiple priorities and meet tight deadlines without compromising quality, accuracy, or compliance.
• Detail-minded with strong analytical and investigative skills, and able to review facts carefully, identify gaps and maintain high-quality documentation.
• Excellent verbal and written communication skills in English and Chinese, including the ability to draft clear complaint replies, case summaries and regulatory correspondence.
• Strong interpersonal and stakeholder management skills, with the ability to collaborate effectively across operations, technology, compliance, legal and external counterparties.
• Good understanding of complaint handling principles, customer fairness, service recovery, and risk awareness.
• Knowledge of MPF operations, pension administration or relevant regulatory expectations is an advantage.

Responsibilities

• Handle and resolve customer complaints related to eMPF received via phone, email, written correspondence and other service channels in accordance with internal guidelines and applicable regulatory requirements.
• Manage complaint communication through both verbal and written channels, ensuring responses are clear, accurate, professional and empathetic.
• Conduct detailed investigations into complaint cases, gather facts from relevant systems and stakeholders, and identify the root cause of each issue.
• Assess operational, compliance, regulatory and reputational risks arising from complaint cases, and promptly escalate sensitive, urgent or high-risk matters to senior management.
• Direct and monitor the daily operations of the Customer Relations (eMPF), providing guidance and support to ensure the high performance of team members.
• Liaise with internal departments, trustees, service providers, vendors and external parties to facilitate thorough investigation and timely case resolution.
• Support liaison with the MPFA and other relevant parties on complaint cases, information requests, case updates and reporting matters where required.
• Recommend practical and sustainable resolutions that balance customer fairness, regulatory expectations and operational feasibility.
• Monitor and achieve assigned complaint handling KPIs, including turnaround time, response quality, case accuracy and closure effectiveness.
• Identify recurring issues and complaint trends, and work with stakeholders to implement remedial actions and process improvements that enhance customer experience and reduce repeat complaints.
• Prepare regular and ad hoc management reports, case summaries, trend analysis and briefing materials for management review.
• Support the review and enhancement of complaint handling policies, guidelines, templates and procedures to ensure alignment with business needs and regulatory expectations.
• Conduct service quality checks and share knowledge with team members and frontline staff to strengthen complaint handling standards and uplift service capability.
• Participate in incident management, service recovery and project activities related to eMPF customer issues, and contribute positively in a fast-paced environment where teamwork and initiative matter.

Job description

HTK is seeking a Senior Manager, Customer Relations (eMPF) in Hong Kong to lead end-to-end complaint management for eMPF services, ensuring timely and fair resolutions in line with policies and regulatory requirements. You will drive customer experience improvements and oversee day-to-day operations of the Customer Relations (eMPF) team.

The role requires deep experience in complaint handling, strong English and Chinese communication, and the ability to manage stakeholders across operations,