Senior Client Relations Manager, Retirement (Hybrid)

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

Job summary

Manulife in Hong Kong Retirement invites a Manager, Customer Relations to own strategic employer relationships, deliver superior service, and drive member engagement. This role collaborates with internal teams to promote digital adoption and ensure compliant, high-quality outcomes across retirement schemes.

You will lead client meetings, manage escalations, and translate customer insights into actionable improvements while supporting growth initiatives and retention in a dynamic regulatory

Qualifications

• Bachelor's degree in Business Administration, Finance, Marketing, Communications, or a related discipline.
• Strong knowledge of retirement schemes, pensions, MPF, ORSO, employee benefits, and the Hong Kong retirement industry.
• Minimum 6-10 years of experience in customer relations, client servicing, account management, or related roles within financial services, pensions, insurance, asset management, or employee benefits.
• Proven track record in managing strategic client relationships, complex stakeholder engagements, and service delivery excellence.
• Experience in managing large corporate clients, NGOs, government organizations, or employee benefit programs advantageous.
• Strong experience in service recovery, complaint resolution, and client retention management.
• Holder of MPFA-regulated licenses and relevant licenses where applicable.
• Excellent communication, presentation, negotiation, and stakeholder management skills.
• Strong analytical, problem-solving, decision-making, and project management capabilities.
• Ability to interpret customer insights, service metrics, and operational data to support business decisions and continuous improvement initiatives.
• Demonstrated ability to influence stakeholders across multiple functions and levels of seniority.
• Proficiency in Microsoft Office applications, including PowerPoint, Excel, Word, Outlook, and collaboration tools.

Responsibilities

• Serve as the primary relationship owner for assigned employer clients, intermediaries, and strategic business partners within Hong Kong Retirement.
• Develop and maintain strong, long-term client relationships through proactive engagement and regular business reviews.
• Lead high-impact client meetings covering service performance, member experience, scheme administration matters, strategic initiatives, and engagement opportunities.
• Proactively identify service gaps, risk areas, and client concerns, and develop effective recovery and retention strategies.
• Lead escalation management and complaint resolution activities, coordinating with internal stakeholders to achieve timely and effective outcomes.
• Represent the business in complex or sensitive client situations, balancing customer expectations, regulatory requirements, operational feasibility, and business objectives.
• Drive continuous improvement in service quality, operational efficiency, client satisfaction, and customer engagement outcomes.
• Deliver employer briefings, member education programs, retirement planning seminars, and engagement campaigns.
• Provide strategic recommendations to enhance member understanding, participation, and confidence in retirement planning.
• Identify emerging customer needs and recommend innovative solutions that enhance client value and overall customer experience.

Skills

Relationship management

Account management

Stakeholder management

Client servicing

Communication

MS Office

Education

Bachelor's degree in Business Administration or related

Job description

Manulife in Hong Kong Retirement invites a Manager, Customer Relations to own strategic employer relationships, deliver superior service, and drive member engagement. This role collaborates with internal teams to promote digital adoption and ensure compliant, high-quality outcomes across retirement schemes.

You will lead client meetings, manage escalations, and translate customer insights into actionable improvements while supporting growth initiatives and retention in a dynamic regulatory