Senior Manager, 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

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Senior Manager, Customer Relations

Job title: Customer Centricity Manager / Senior Customer Centricity Manager

Team: Operational Excellence & Governance

Location: Hong Kong

Department: Customer Relations & Operations Excellence

Act as a change management agent to drive complaint-led improvement and preventive measures. To simplify all journey enhancement, communication clarity, process simplification to ensure offering simple, reliable, consistency, accessible service channels to our eMPF employers and members.

What will you do?

• Oversee, manage, and implement customer-centric and operational excellence initiatives to drive overall service efficiency and end-to-end customer experience improvements across the organization.
• Lead and manage the CX and operational governance framework to ensure alignment with strategic priorities, compliance with standards, clear accountability, and timely execution of improvement initiatives across all touchpoints and departments.
• Lead, develop, and implement programs to build a culture of operational excellence and customer centricity, ensuring all staff understand their role in end-to-end flows and how they can contribute to efficiency and service quality through communication, campaigns, recognition, and training.
• Proactively identify complaints, performance data, and operational issues to drive root-cause analysis and targeted improvements in service journeys, communication, forms, processes, and overall operational efficiency.
• Lead cross-departmental process mapping and journey mapping (operational, digital, and support functions) to identify pain points, bottlenecks, gaps, and opportunities for efficiency gains. Apply structured problem-solving and Design Thinking approaches to develop and implement practical solutions with stakeholders from different teams.
• Drive change management and continuous improvement: Collaborate with stakeholders across different departments to enable rapid cross-functional collaboration and execution. Identify process gaps and when a structured change or efficiency improvement plan needs to be developed and implemented. Ensure clear line of accountability and robust planning for implementation.
• Minimum 15 years of relevant work experience with a strong track record of driving operational excellence, end-to-end process improvement, and customer experience strategies. Experience in Pensions, Insurance, or financial services industry is highly preferred.
• Excellent customer-centric and operational excellence mindset. Strong analytical skills with proven ability to map complex cross-departmental operation flows, identify gaps and inefficiencies, and deliver measurable improvements in operational efficiency. Good plain language communication, influencing, and stakeholder management skills across different functions; avoid unnecessary jargon.
• Obsessed with data-driven insights, process analytics, and the bigger strategic picture. Strong storytelling and influencing skillset to embed operational excellence and customer centricity across the enterprise and different departments.
• Strong problem-solving, analytical, judgment, and decision-making skills. Able to work under pressure in a fast-paced environment and deliver tangible efficiency and experience outcomes.