Lead, Customer Experience & Operational Excellence

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

Job summary

HTK is seeking a high-calibre Manager, Customer Relations & Operational Excellence (eMPF) to drive customer-centric initiatives across the end-to-end journey in Hong Kong. The role requires leading root-cause analyses, process improvements, and cross-functional collaboration to elevate service quality.

The successful candidate will influence multiple teams, oversee escalation handling, and implement structured problem-solving approaches to deliver measurable improvements in customer experience

Qualifications

• University degree in Business Administration, or a related discipline.
• Minimum 8 years of experience in customer relations or operational excellence.
• Experience in MPF administration and services industry is highly preferred.
• Knowledge of contact centre operations and management will be an advantage.
• Strong analytical and problem-solving skills with demonstrated experience in root cause analysis.
• Ability to influence cross-functional initiatives involving multiple stakeholders without direct authority.
• Excellent communication, presentation, facilitation, and stakeholder management skills.

Responsibilities

• Lead end-to-end reviews of enquiry journeys with stakeholders to identify pain points and service gaps.
• Conduct structured root cause analysis of customer feedback, escalations, operational incidents, and feedback across functions.
• Identify recurring issues and enquiry trends, and drive process improvements to reduce complaints.
• Promote continuous improvement using structured problem-solving methodologies, including Design Thinking.
• Review customer communications, procedures, and service processes to improve clarity and consistency.

Skills

Analytical thinking

Problem solving

Stakeholder management

Change management

Communication skills

Education

Bachelor's degree in Business Administration

Job description

HTK is seeking a high-calibre Manager, Customer Relations & Operational Excellence (eMPF) to drive customer-centric initiatives across the end-to-end journey in Hong Kong. The role requires leading root-cause analyses, process improvements, and cross-functional collaboration to elevate service quality.

The successful candidate will influence multiple teams, oversee escalation handling, and implement structured problem-solving approaches to deliver measurable improvements in customer experience