Senior Manager, CX & Operations Excellence

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

Job summary

HTK in Hong Kong is seeking a Senior Manager, Customer Relations to drive complaint-led improvements and simplify journey enhancements across the organization. You will lead end-to-end customer experience initiatives, ensuring clarity in communication and consistent service channels for eMPF employers and members.

The role demands a strong background in operational excellence, data-driven decision-making, and cross-department collaboration, with a proven ability to influence senior stakeholders

Qualifications

• Minimum 15 years of relevant work experience in operational excellence and customer experience.
• Experience in pensions, insurance, or financial services is highly preferred.
• Ability to map complex cross-departmental operation flows and identify gaps.
• Data-driven insights and analytics capabilities to drive improvements.
• Strong storytelling and influencing skills with stakeholders across functions.
• Excellent plain language communication and stakeholder management.

Responsibilities

• Oversee, manage, and implement customer-centric and operational excellence initiatives to drive service efficiency and end-to-end experiences.
• Lead the CX and operational governance framework across touchpoints and departments.
• Develop programs to embed culture of excellence and customer centricity via communication and training.
• Identify complaints and performance data to drive root-cause analysis and improvements.
• Lead cross-department process mapping and journey mapping for efficiency gains.
• Drive change management and rapid cross-functional collaboration with clear accountability.
• Ensure robust planning for implementation and measurable outcomes.

Skills

Analytical skills

Stakeholder management

Communication

Problem-solving

Change management

Job description

HTK in Hong Kong is seeking a Senior Manager, Customer Relations to drive complaint-led improvements and simplify journey enhancements across the organization. You will lead end-to-end customer experience initiatives, ensuring clarity in communication and consistent service channels for eMPF employers and members.

The role demands a strong background in operational excellence, data-driven decision-making, and cross-department collaboration, with a proven ability to influence senior stakeholders