Senior Client Relations Lead, Retirement (Hybrid)

Manulife/John Hancock; Hong Kong; Hybrid; HKD 900,000 - 1,300,000; Full time

Job summary

Manulife/John Hancock in Hong Kong is seeking a results-driven Relationship Manager for the Retirement division. You will own the employer client relationships, coordinate with intermediaries and partners, and lead strategic discussions on service delivery and retirement solutions.

You will drive client engagement, assess risks, and deliver education programs while collaborating with internal teams to enhance member experience and operational efficiency.

Qualifications

• Bachelor's degree or equivalent in business, finance, marketing, or communications.
• Strong knowledge of retirement schemes, pensions, MPF, ORSO, employee benefits, and the HK retirement industry.
• Proven track record managing strategic client relationships and service delivery excellence.

Responsibilities

• Serve as the primary relationship owner and contact for assigned employer clients and partners within Hong Kong Retirement.
• Develop and maintain long-term client relationships through proactive engagement and reviews.
• Lead high-impact client meetings on service performance, member experience, and scheme matters.
• Identify service gaps and risks, developing recovery and retention strategies.
• Lead escalation and complaint resolution with internal stakeholders.
• Represent the business in complex client situations, balancing expectations with regulatory needs.
• Drive continuous improvement in service quality and client engagement outcomes.
• Deliver employer briefings, retirement education programs, and engagement campaigns.

Skills

Relationship management

Stakeholder engagement

Communication

Presentation

Negotiation

Project management

Education

Bachelor's degree in Business Administration, Finance, Marketing, Communications, or a related discipline

Tools

PowerPoint

Excel

Word

Outlook

Job description

Manulife/John Hancock in Hong Kong is seeking a results-driven Relationship Manager for the Retirement division. You will own the employer client relationships, coordinate with intermediaries and partners, and lead strategic discussions on service delivery and retirement solutions.

You will drive client engagement, assess risks, and deliver education programs while collaborating with internal teams to enhance member experience and operational efficiency.