Manager, Customer Relations & Operational Excellence (eMPF)

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

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Manager, Customer Relations & Operational Excellence (eMPF)

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