Senior Manager, Customer Experience & Service Transformation

HKT; Hong Kong; On-site; HKD 900,000 - 1,400,000; Full time

Job summary

HKT is seeking a Senior Manager, Customer Relations & Service Excellence (eMPF) to lead service excellence across operations in Hong Kong. You will drive end-to-end improvements in customer experience, interactions, and frontline capability, while aligning cross‑functional teams and vendors to deliver measurable benefits.

The role emphasizes change leadership, data-driven decision making, and a bias for action to elevate service quality and efficiency in the MPF context.

Qualifications

• University degree required.

Responsibilities

• Act as a senior change leader to shape the customer journey across operations.
• Drive service transformation to improve customer experience, service quality, and efficiency.
• Eliminate avoidable demand by reducing unnecessary inquiries and escalations.
• Strengthen knowledge and frontline capability with clear FAQs and procedures.
• Lead vendors and cross-functional delivery to remove barriers and deliver change.
• Embed disciplined performance management with meaningful measures and reporting.

Education

University degree in Business Administration, Operations Management, Customer Experience, or a related discipline

Job description

HKT is seeking a Senior Manager, Customer Relations & Service Excellence (eMPF) to lead service excellence across operations in Hong Kong. You will drive end-to-end improvements in customer experience, interactions, and frontline capability, while aligning cross‑functional teams and vendors to deliver measurable benefits.

The role emphasizes change leadership, data-driven decision making, and a bias for action to elevate service quality and efficiency in the MPF context.