Senior Manager, Customer Relations & Service Excellence (eMPF)

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

Senior Manager, Customer Relations & Service Excellence (eMPF)

We are looking for a proactive, customer-centric, and results-driven leader to accelerate service excellence across operations. This is a high-impact role for a leader with a strong can-do mindset, positive energy, and a bias for action. You will challenge the status quo, test practical solutions, and turn customer and operational insight into measurable improvements.

Your Role

Act as a senior change leader to shape the agenda across the end-to-end customer journey. Drive improvements that simplify customer interactions, prevent avoidable contacts, strengthen frontline capability, and deliver a more consistent, efficient and trusted service experience.

Drive service transformation - Lead the Customer Relations and Operational Excellence roadmap, delivering measurable improvements in customer experience, service quality, first-contact resolution, and operational efficiency.

Eliminate avoidable demand - Analyse contact drivers, complaints, repeat calls, quality findings, and customer feedback to identify root causes, simplify journeys, and reduce unnecessary enquiries, transfers, and escalations.

Strengthen knowledge and frontline capability - Develop clear FAQs, knowledge content, service procedures, and LTT materials that improve customer understanding and enable consistent, accurate frontline handling.

Lead vendors and cross-functional delivery - Manage vendor performance across service quality, capability, capacity, knowledge adherence, and delivery commitments; mobilise operations, technology, communications, risk, and compliance teams to remove barriers and deliver change.

Embed disciplined performance management- Establish meaningful measures and reporting for customer effort, repeat contacts, quality, complaint trends, service risks and realised benefits; provide clear recommendations and timely escalation to senior management.

To Succeed in this Role

University degree in Business Administration, Operations Management, Customer Experience, or a related discipline. A relevant postgraduate qualification or professional certification will be an advantage.

Minimum 10 years of relevant experience in customer relations, customer experience, service management, operational excellence, or business transformation, including substantial experience in a leadership or senior management capacity.

Experience in MPF administration and the financial services industry is highly preferred. Strong knowledge of contact centre, service centre or large-scale customer operations will be an advantage.

Customer-centered - Sees every contact, complaint, and service failure as an opportunity to remove friction and improve the customer journey.

Action-oriented - Brings a strong can-do attitude, takes ownership, and turns ideas and insights into practical solutions and delivered outcomes.

Positive and adaptable - Works constructively through ambiguity, is willing to test and learn, and maintains energy and momentum through change.

Analytical and commercially minded - Uses data, customer insight, and root-cause analysis to identify priorities, make sound decisions and deliver sustainable benefits.

Influential and accountable - Challenges constructively, builds strong partnerships and holds self, teams, and vendors accountable for high standards and delivery.

PCCW Group is a global company headquartered in Hong Kong which holds interests in telecommunications, media, IT solutions, property development and investment, and other businesses.

The Company holds a majority stake in the HKT Trust and HKT Limited, Hong Kong’s premier telecommunications service provider and leading operator of fixed-line, broadband, mobile communication and media entertainment services. HKT delivers end-to-end integrated business transformation solutions and has built a digital ecosystem integrating its loyalty programme, e-commerce, travel, insurance, big data analytics, fintech and healthtech services to deepen its relationship with customers.

PCCW Group is a global company headquartered in Hong Kong which holds interests in telecommunications, media, IT solutions, property development and investment, and other businesses.

The Company holds a majority stake in the HKT Trust and HKT Limited, Hong Kong’s premier telecommunications service provider and leading operator of fixed-line, broadband, mobile communication and media entertainment services. HKT delivers end-to-end integrated business transformation solutions and has built a digital ecosystem integrating its loyalty programme, e-commerce, travel, insurance, big data analytics, fintech and healthtech services to deepen its relationship with customers.