Manager, Customer Relations

PCCW; Hong Kong; On-site; HKD 700,000 - 900,000; Full time

Job summary

PCCW is seeking a proactive Manager, Customer Relations (eMPF) to lead end‑to‑end complaint management, investigations, and regulatory liaison across a dynamic pension service environment in Hong Kong.

The role focuses on delivering timely, fair resolutions, driving service excellence, and continuous improvement while managing a team of professionals in a fast‑paced setting.

Qualifications

• University degree in Business Administration or related discipline.
• 6–8 years of relevant experience, including 5 years in complaint management or customer relations.
• Minimum 3 years of people management experience.
• Experience handling complex or escalated complaint cases with sound judgement and professional disposition.
• Excellent verbal and written communication skills in English and Chinese.

Responsibilities

• Handle and resolve complaints related to eMPF via phone, email, letters, and other channels.
• Manage complaint communications to be clear, accurate, professional and empathetic.
• Conduct detailed investigations to identify root cause and gather facts from relevant systems.
• Assess regulatory and operational risks; escalate high‑risk cases to senior management.
• Direct and monitor daily operations of the Customer Relations team to ensure high performance.
• Liaise with internal departments, trustees, service providers and external parties for timely resolution.
• Support liaison with MPFA and other parties on complaint cases and reporting matters.
• Recommend practical resolutions balancing customer fairness and regulatory expectations.
• Monitor KPIs like turnaround time, response quality, case accuracy and closure.
• Identify recurring issues and drive process improvements to reduce repeat complaints.
• Prepare management reports, case summaries and trend analyses for review.
• Review and enhance complaint handling policies and templates.

Skills

Complaint management

Customer relations

Investigations

Stakeholder management

Regulatory awareness

Team leadership

Risk assessment

Communication

Education

University degree in Business Administration or related discipline

Tools

Job description

This role is ideal for a proactive and resilient professional who is motivated by solving problems, improving customer outcomes, and making a visible impact in a dynamic eMPF environment. The Manager, Customer Relations (eMPF) is responsible for managing end‑to‑end complaint cases related to eMPF services and customer experience, ensuring timely, fair and professional resolution in line with internal policies and external regulatory requirements, while helping to drive service excellence and continuous improvement.

Your Role

• 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 escape 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.

To Success in this Role

• University degree in Business Administration or related discipline.
• 6-8 years of relevant experience, including 5 years in complaint management or customer relations, preferably in the pensions, insurance, or banking industry.
• Minimum 3 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 management or 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.