Manager, Customer Resolution & eMPF Operations

HKT; Hong Kong; On-site; HKD 900,000 - 1,100,000; Full time

Job summary

HKT is seeking an experienced MPF/eMPF professional to lead complaint resolution governance and customer experience improvements across the eMPF ecosystem in Hong Kong. The role partners with Operations, Product, Compliance and Technology to enhance service delivery and resolve complex issues.

The candidate will oversee end-to-end investigations of complex complaints, validate findings, and set KPIs for resolution times, quality, and CSAT, while liaising with internal teams and external trustees

Qualifications

• 8+ years of work experience in the financial services industry, with a significant portion in Pension / MPF / Retirement Funds.
• Deep understanding of MPF schemes, trust administration, and the regulatory landscape in Hong Kong (MPFA guidelines).
• University graduate in a related discipline.

Responsibilities

• Oversee end-to-end investigation of complex complaint cases originating from the contact centre journey (e.g., issues with UI, service delivery, transaction errors).
• Validate that root cause analysis is thorough and resolutions are fair, compliant, and timely.
• Represent the team in governance meetings regarding service level performance.
• Set performance KPIs related to resolution times, quality of investigation findings, and customer satisfaction scores.
• Develop standardized response protocols for MPF regulations, scheme benefits, and eMPF platform functionalities.
• Collaborate with Quality Assurance to ensure communications are clear, compliant, and empathetic.
• Liaise with internal stakeholders (MPF Operations, Legal, Compliance) and external trustees to resolve cross-functional issues.
• Foster a culture of accountability, empathy, and continuous improvement.

Skills

Multilingual communication

Education

University degree in Business Administration / Finance / Social Sciences

Job description

We are seeking an experienced MPF/eMPF professional to drive complaint resolution governance, customer experience improvement, root cause analysis, and stakeholder management across the eMPF ecosystem. The successful candidate will partner closely with Operations, Product, Compliance and Technology teams to enhance service delivery and resolve complex customer issues.

Your role:

• Oversee the end-to-end process for investigating complex complaint cases originating from the contact centre journey (e.g., issues regarding user interface, service delivery, transaction errors)
• Ensure the delivery of effective and accurate findings for all complaint cases. Validate that root cause analysis is thorough and that resolutions are fair, compliant, and timely.
• Represent the team in governance meetings regarding service level performance
• Set performance KPIs related to resolution times, quality of investigation findings, and customer satisfaction scores.
• Develop standardized response protocols for complex enquiries regarding MPF regulations, scheme benefits, and eMPF platform functionalities.
• Work closely with the Quality Assurance team to ensure that all communications from the teams are clear, compliant, and empathetic.
• Liaise with internal stakeholders (e.g., MPF Operations, Legal, Compliance) and potentially external trustees to resolve cross-functional issues.
• Foster a culture of accountability, empathy, and continuous improvement within the teams.

To succeed in this role:

• University Graduate in Business Administration, Finance, Social Sciences, or a related discipline.
• Minimum 8 years of work experience in the financial services industry, with a significant portion dedicated to the Pension / MPF / Retirement Funds sector.
• Deep understanding of MPF schemes, trust administration, and the regulatory landscape in Hong Kong (MPFA guidelines).
• Proven ability to lead diverse teams, manage high workloads, and drive performance in a high-pressure project environment.
• Excellent written and verbal communication skills in English, Cantonese, and Mandarin.