Senior Manager / Associate Director, Customer Relations

Manulife; Hong Kong; Hybrid; HKD 60,000 - 90,000; Full time

Benefits offered by this job

Flexible environment

Career development opportunities

Focus on well-being and inclusion

Job summary

A leading financial services provider is seeking a professional to enhance servicing efficiency and effectiveness in customer relations and member education. The role involves evaluating current service approaches, identifying gaps, and providing actionable recommendations. Ideal candidates will have 6-8 years in retirement industry management, exceptional interpersonal skills, and fluency in English and Cantonese. Offers a hybrid working arrangement and a commitment to inclusivity and employee growth.

Qualifications

• 6-8 years of working experience in retirement industry management, particularly in MPF.
• Experience in service-based industries like insurance and financial institutions.
• Strong proactive nature with a focus on customer satisfaction.

Responsibilities

• Support the servicing team in improving service efficiency.
• Conduct evaluations to identify service gaps and opportunities.
• Assess member education programs and recommend actionable steps.
• Develop analytical reports in Excel for service reviews.

Skills

Customer-driven approach

Excellent inter-personal skills

Excellent communication skills in English

Excellent communication skills in Cantonese

Education

University degree

Job description

This role focuses on uplifting servicing efficiency and effectiveness across customer relations, member education, and engagement initiatives. The position supports the servicing team by evaluating current service approaches, identifying gaps and opportunities, and translating insights into practical recommendations.

Position Responsibilities

• Support the servicing team in reviewing and improving service efficiency and effectiveness across customer relations, education, and member engagement
• Conduct ongoing evaluations to identify service gaps, improvement opportunities, and practical enhancement actions
• Assess the effectiveness of member education programmes and customer campaigns, and recommend next steps or refinements
• Develop Excel‑based analysis and reporting to support service reviews, programme evaluation, and management discussions
• Translate findings into clear, actionable recommendations that support service uplift and better customer outcomes
• Work closely with internal stakeholders to ensure insights are business‑relevant, practical, and service‑driven

Required Qualifications

• University degree with extensive industry knowledge on the retirement industry management, preferably with 6-8 years working experience in MPF
• Experience in servicing, business development and general management from insurance, financial institution, or trustee industries, including service-based businesses
• Proactive, customer-driven approach, excellent inter-personal skill with a strong sales and servicing orientation
• Excellent communication skills in English and Cantonese

When You Join Our Team

• We’ll empower you to learn and grow the career you want.
• We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.
• As part of our global team, we’ll support you in shaping the future you want to see.

About Manulife And John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html.

Manulife is an Equal Opportunity Employer

At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law. It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact [e-mail].

Working Arrangement

Hybrid