# Manager, Customer Relations, Hong Kong Retirement **Company**: Manulife Financial Corporation **Location**: Hong Kong **Work arrangement**: hybrid **Experience**: senior **Job type**: full-time **Category**: Customer Service **Industry**: Finance **Apply**: https://manulife.wd3.myworkdayjobs.com/en-US/MFCJH_Jobs/job/Hong-Kong/Manager--Customer-Relations--Hong-Kong-Retirement_JR26081544?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply **Canonical**: https://yubhub.co/jobs/job_a41e8c25-5e7 ## Description The Manager, Customer Relations, HK Retirement is a key client-facing role responsible for managing a portfolio of strategic employer relationships, delivering exceptional service experiences, and driving engagement and retention outcomes. The incumbent serves as a trusted advisor and primary relationship owner for corporate employers, intermediaries, and key stakeholders, while contributing to service excellence, member engagement, digital adoption, and business growth initiatives. **Position Responsibilities:** **Relationship Management** - Serve as the primary relationship owner and key point of contact for assigned employer clients, intermediaries, and strategic business partners within Hong Kong Retirement. - Develop and maintain strong, long-term client relationships through proactive engagement, regular business reviews, and solution-oriented discussions. - Lead high-impact client meetings covering service performance, member experience, scheme administration matters, strategic initiatives, and engagement opportunities. - Proactively identify service gaps, risk areas, and client concerns, and develop effective recovery and retention strategies to strengthen customer confidence. - Lead escalation management and complaint resolution activities, coordinating with internal stakeholders to achieve timely and effective outcomes. - Represent the business in complex or sensitive client situations, balancing customer expectations, regulatory requirements, operational feasibility, and business objectives. - Drive continuous improvement in service quality, operational efficiency, client satisfaction, and customer engagement outcomes. - Deliver employer briefings, member education programs, retirement planning seminars, and engagement campaigns. - Provide strategic recommendations to enhance member understanding, participation, and confidence in retirement planning. - Identify emerging customer needs and recommend innovative solutions that enhance client value and overall customer experience. **Business Growth & Engagement** - Partner with internal stakeholders to drive member engagement, digital adoption, financial wellness, and customer education initiatives. - Promote digital servicing solutions and support employers and members in adopting digital platforms to enhance customer experience and operational efficiency. - Support client retention initiatives and identify potential business opportunities through regular customer engagement and needs assessments. - Partner with Account Management, Sales, and Distribution teams by referring qualified business opportunities and supporting lead generation activities. - Analyze customer feedback, service trends, and engagement insights to identify opportunities for service enhancement and relationship strengthening. - Contribute to strategic initiatives that improve customer loyalty, retention, and market competitiveness. **Stakeholder & Project Management** - Collaborate closely with Operations, Compliance, Legal, Sales, Marketing, Product, Technology, and external service providers to deliver positive client outcomes. - Lead customer-related projects, transformation initiatives, process improvement programs, and service enhancement activities. - Support business readiness, client communication, and stakeholder engagement activities arising from regulatory, operational, system, and platform changes, including eMPF-related initiatives. - Manage stakeholder expectations and drive timely resolution of customer issues and service challenges. - Influence cross-functional stakeholders to achieve client objectives while balancing operational, risk, and business considerations. - Participate in strategic business initiatives that enhance customer experience and operational effectiveness. **Risk & Compliance** - Ensure adherence to all regulatory requirements, governance standards, company policies, and internal control procedures. - Monitor operational risks within the Customer Relations function and implement appropriate mitigation and control measures. - Ensure all employer, intermediary, and member interactions are conducted professionally and in accordance with contractual obligations and regulatory requirements. - Support internal audits, compliance reviews, regulatory inspections, and reporting activities as required. - Escalate emerging client, operational, compliance, or reputational risks in a timely manner to appropriate stakeholders. **Required Qualifications:** - Bachelor's degree in Business Administration, Finance, Marketing, Communications, or a related discipline. - Strong knowledge of retirement schemes, pensions, MPF, ORSO, employee benefits, and the Hong Kong retirement industry. - Minimum 6-10 years of experience in customer relations, client servicing, account management, relationship management, or related roles within financial services, pensions, insurance, asset management, or employee benefits. - Proven track record in managing strategic client relationships, complex stakeholder engagements, and service delivery excellence. - Experience in managing large corporate clients, NGOs, government organizations, public sector entities, educational institutions, or employee benefit programs will be advantageous. - Strong experience in service recovery, complaint resolution, and client retention management. - Holder of MPFA-regulated licenses and relevant licenses where applicable. - Excellent communication, presentation, negotiation, and stakeholder management skills. - Strong analytical, problem-solving, decision-making, and project management capabilities. - Ability to interpret customer insights, service metrics, and operational data to support business decisions and continuous improvement initiatives. - Demonstrated ability to influence stakeholders across multiple functions and levels of seniority. - Proficiency in Microsoft Office applications, including PowerPoint, Excel, Word, Outlook, and collaboration tools. **When you join our team:** - We’ll empower you to learn and grow the career you want. - We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words. - As part of our global team, we’ll support you in shaping the future you want to see. ## Skills ### Required - retirement schemes - pensions - MPF - ORSO - employee benefits - customer relations - client servicing - account management - relationship management - service delivery excellence - stakeholder management - analytical skills - problem-solving skills - project management - Microsoft Office applications --- Source: [Apply at manulife.wd3.myworkdayjobs.com](https://manulife.wd3.myworkdayjobs.com/en-US/MFCJH_Jobs/job/Hong-Kong/Manager--Customer-Relations--Hong-Kong-Retirement_JR26081544?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)