Senior Officer, Customer Centricity (eMPF)

PCCW Solutions Limited; Hong Kong; On-site; HKD 312,000 - 469,000; Full time

Job summary

PCCW Solutions Limited in Hong Kong is seeking an Operations Excellence Analyst to support customer experience initiatives and service delivery improvements. The role involves preparing management reports, conducting business analysis, and facilitating stakeholder collaboration to drive process improvements across operations.

Ideal candidates have a bachelor’s degree and 3–5 years' experience in financial services, with strong Excel/PowerPoint skills and bilingual communication in Chinese and

Qualifications

• Bachelor’s degree or equivalent qualification preferred; 3–5 years of relevant experience.
• Experience in pension, banking, insurance, financial services, or related industries.
• Strong customer service orientation with focus on journey improvement.
• Proficient Chinese and English communication.

Responsibilities

• Support the Team Lead in improving customer experience and service delivery.
• Prepare management reports, business analysis, presentations, meeting materials, and recommendations.
• Assist in mapping customer journey to identify pain points and improvements.
• Monitor feedback and metrics to identify trends and support service improvements.
• Collaborate with internal stakeholders to improve processes and service delivery.
• Support process improvement, project implementation, system enhancement, and UAT.
• Investigate issues, identify root causes, and propose solutions.
• Oversee review of manuals to keep them accurate.

Skills

Customer-focused mindset

Analytical skills

Problem solving

Communication skills

Stakeholder management

Presentation skills

Education

Bachelor’s degree

Tools

Microsoft Excel

PowerPoint

Job description

Support the Team Lead, Operations Excellence in improving customer experience, reducing complaints and inbound calls, and enhancing service delivery. The role also supports reporting, analysis, process improvement, projects, and coordination with internal stakeholders to ensure services are customer-focused and operationally effective. Customer service roles commonly focus on resolving customer issues, improving service quality, and supporting continuous improvement across operations.

Your role:

• Support customer experience initiatives identified through complaints and preventive actions to reduce complaints and inbound calls.
• Prepare management reports, business analysis, presentations, meeting materials, and recommendations for decision-making.
• Assist in customer journey mapping to identify pain points and improvement opportunities.
• Monitor customer feedback, service performance, and operational metrics to identify trends and support service improvements.
• Work with internal stakeholders and business partners to improve processes, service delivery, and customer outcomes.
• Support process improvement, project implementation, system enhancement, and user acceptance testing (UAT).
• Investigate customer and operational issues, identify root causes, and recommend practical solutions.
• Oversee the review and update of operational manuals and related procedures to ensure they remain accurate and aligned with business needs.

To succeed in this role:

• Bachelor’s degree or equivalent qualification preferred, with 3–5 years of relevant experience in pension, banking, insurance, financial services, or related industries.
• Experience in MPF, retirement schemes, operations, customer service, business support, or service delivery is an advantage; frontline customer service or relationship management experience is a strong plus.
• Strong customer-focused mindset, with good understanding of customer service excellence and customer journey improvement.
• Good analytical, problem-solving, communication, presentation, and stakeholder management skills.
• Advanced Microsoft Excel and PowerPoint skills, strong attention to detail, ability to manage multiple priorities, and good command of written and spoken Chinese and English.