# Service Efficiency and Effectiveness Specialist

**Company**: Manulife Financial Corporation
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Category**: Finance
**Industry**: Finance

**Apply**: https://manulife.wd3.myworkdayjobs.com/en-US/MFCJH_Jobs/job/Hong-Kong/Senior-Manager---Associate-Director--Customer-Relations_JR25110596?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_f1ce3ddc-f98

## Description

This role focuses on uplifting servicing efficiency and effectiveness across customer relations, member education, and engagement initiatives.

The position supports the servicing team by evaluating current service approaches, identifying gaps and opportunities, and translating insights into practical recommendations.

**Responsibilities:**

- Support the servicing team in reviewing and improving service efficiency and effectiveness across customer relations, education, and member engagement

- Conduct ongoing evaluations to identify service gaps, improvement opportunities, and practical enhancement actions

- Assess the effectiveness of member education programmes and customer campaigns, and recommend next steps or refinements

- Develop Excel-based analysis and reporting to support service reviews, programme evaluation, and management discussions

- Translate findings into clear, actionable recommendations that support service uplift and better customer outcomes

- Work closely with internal stakeholders to ensure insights are business-relevant, practical, and service-driven

**Requirements:**

- University degree with extensive industry knowledge on the retirement industry management, preferably with 6-8 years working experience in MPF

- Experience in servicing, business development and general management from insurance, financial institution, or trustee industries, including service-based businesses

- Proactive, customer-driven approach, excellent inter-personal skill with a strong sales and servicing orientation

- Excellent communication skills in English and Cantonese

**Benefits:**

- 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
- Excel
- customer relations
- member education
- engagement initiatives
- analysis
- reporting

### Nice to have
- retirement industry management
- MPF
- servicing
- business development
- general management
- insurance
- financial institution
- trustee industries

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Source: [Apply at manulife.wd3.myworkdayjobs.com](https://manulife.wd3.myworkdayjobs.com/en-US/MFCJH_Jobs/job/Hong-Kong/Senior-Manager---Associate-Director--Customer-Relations_JR25110596?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)