Senior MPF/eMPF Resolution Lead

HKT; Hong Kong; On-site; HKD 900,000 - 1,100,000; Full time

Job summary

HKT is seeking an experienced MPF/eMPF professional to lead complaint resolution governance and customer experience improvements across the eMPF ecosystem in Hong Kong. The role partners with Operations, Product, Compliance and Technology to enhance service delivery and resolve complex issues.

The candidate will oversee end-to-end investigations of complex complaints, validate findings, and set KPIs for resolution times, quality, and CSAT, while liaising with internal teams and external trustees

Qualifications

• 8+ years of work experience in the financial services industry, with a significant portion in Pension / MPF / Retirement Funds.
• Deep understanding of MPF schemes, trust administration, and the regulatory landscape in Hong Kong (MPFA guidelines).
• University graduate in a related discipline.

Responsibilities

• Oversee end-to-end investigation of complex complaint cases originating from the contact centre journey (e.g., issues with UI, service delivery, transaction errors).
• Validate that root cause analysis is thorough and resolutions are fair, compliant, and timely.
• Represent the team in governance meetings regarding service level performance.
• Set performance KPIs related to resolution times, quality of investigation findings, and customer satisfaction scores.
• Develop standardized response protocols for MPF regulations, scheme benefits, and eMPF platform functionalities.
• Collaborate with Quality Assurance to ensure communications are clear, compliant, and empathetic.
• Liaise with internal stakeholders (MPF Operations, Legal, Compliance) and external trustees to resolve cross-functional issues.
• Foster a culture of accountability, empathy, and continuous improvement.

Skills

Multilingual communication

Education

University degree in Business Administration / Finance / Social Sciences

Job description

HKT is seeking an experienced MPF/eMPF professional to lead complaint resolution governance and customer experience improvements across the eMPF ecosystem in Hong Kong. The role partners with Operations, Product, Compliance and Technology to enhance service delivery and resolve complex issues.

The candidate will oversee end-to-end investigations of complex complaints, validate findings, and set KPIs for resolution times, quality, and CSAT, while liaising with internal teams and external trustees