Manager, Customer Relations & Operational Excellence (eMPF)

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

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.

Skills

Customer relations

Operational excellence

Root cause analysis

Stakeholder management

Communication

Education

Bachelor's degree in Business Administration

Tools

MPF administration

Job description

Manager, Customer Relations & Operational Excellence (eMPF)

We are seeking a high-calibre, ambitious individual who demonstrates a strong "can-do" mindset, a sense of urgency, personal accountability, and an unwavering commitment to customer excellence. These qualities are fundamental to success in this role.

Role Purpose

Act as a change agent to support the development and execution of Customer Relations and Operational Excellence strategy by driving customer-centric and operational excellence initiatives across the end-to-end customer journey. The role is required to identify issues, validate root causes and deliver sustainable improvements that enhance customer experience, operational effectiveness and service excellence.

What will you do?

Lead end-to-end reviews of enquiry journeys by collaborating with various key stakeholders to identify pain points, service gaps, and opportunities for improvement.

Conduct structured root cause analysis for customer feedback, escalations, operational incidents, and customer feedback. Validate findings across different functions to identify the underlying causes rather than isolated operational symptoms.

Identify recurring issues and enquiry trends, and work with stakeholders to implement resolution and drive the process improvements that enhance customer experience and reduce repeated complaints or feedback.

Promote a culture of continuous improvement by applying structured problem-solving methodologies, including Design Thinking, to improve service quality and operational effectiveness.

Review customer communications, operational procedures, and service processes to improve clarity, consistency, and customer understanding.

Requirements

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 conducting root cause analysis and translating insights into improvements.

Experience in leading cross-functional initiatives involving multiple stakeholders with the ability to influence without direct authority.

Excellent communication, presentation, facilitation, and stakeholder management skills with the ability to engage stakeholders at different organizational levels.

Other ad hoc assignments as assigned by Supervisor

Unlock job insights

Hirer responsiveness Salary match Number of applicants

Telecommunications & Internet Service Providers More than 10,000 employees

PCCW Group is a global company headquartered in Hong Kong which holds interests in telecommunications, media, IT solutions, property development and investment, and other businesses.

The Company holds a majority stake in the HKT Trust and HKT Limited, Hong Kong's premier telecommunications service provider and leading operator of fixed-line, broadband, mobile communication and media entertainment services. HKT delivers end-to-end integrated business transformation solutions and has built a digital ecosystem integrating its loyalty programme, e-commerce, travel, insurance, big data analytics, fintech and healthtech services to deepen its relationship with customers.

PCCW Group is a global company headquartered in Hong Kong which holds interests in telecommunications, media, IT solutions, property development and investment, and other businesses.

The Company holds a majority stake in the HKT Trust and HKT Limited, Hong Kong's premier telecommunications service provider and leading operator of fixed-line, broadband, mobile communication and media entertainment services. HKT delivers end-to-end integrated business transformation solutions and has built a digital ecosystem integrating its loyalty programme, e-commerce, travel, insurance, big data analytics, fintech and healthtech services to deepen its relationship with customers.

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