Senior Officer: Customer Experience & Process Improvement

HTK; Hong Kong; On-site; HKD 240,000 - 480,000; Full time

Job summary

HTK is seeking a Senior Officer, Customer Centricity (eMPF) in Hong Kong to support the Team Lead, Operations Excellence. The role focuses on enhancing customer experience by addressing complaints, reducing inbound calls, and improving service delivery.

You will prepare management reports, conduct business analysis, and assist in customer journey mapping, with strong emphasis on data-driven improvement and cross-functional collaboration.

Qualifications

• Bachelor's degree or equivalent 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.

Responsibilities

• 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.

Job description

HTK is seeking a Senior Officer, Customer Centricity (eMPF) in Hong Kong to support the Team Lead, Operations Excellence. The role focuses on enhancing customer experience by addressing complaints, reducing inbound calls, and improving service delivery.

You will prepare management reports, conduct business analysis, and assist in customer journey mapping, with strong emphasis on data-driven improvement and cross-functional collaboration.