Manager, Customer Relations & Operational Excellence (eMPF)

We are seeking a high-calibre, ambitious individual who demonstrates a strong "can-do" mindset, a sense of urgency, personal accountability, and an unwavering commitment to customer excellence. These qualities are fundamental to success in this role. Role Purpose Act as a change agent to support the development and execution of Customer Relations and Operational Excellence strategy by driving customer-centric and operational excellence initiatives across the end-to-end customer journey. The role is required to identify issues, validate root causes and deliver sustainable improvements that enhance customer experience, operational effectiveness and service excellence. What will you do? - Lead end-to-end reviews of enquiry journeys by collaborating with various key stakeholders to identify pain points, service gaps, and opportunities for improvement. - Conduct structured root cause analysis for customer feedback, escalations, operational incidents, and customer feedback. Validate findings across different functions to identify the underlying causes rather than isolated operational symptoms. - Identify recurring issues and enquiry trends, and work with stakeholders to implement resolution and drive the process improvements that enhance customer experience and reduce repeated complaints or feedback. - Promote a culture of continuous improvement by applying structured problem-solving methodologies, including Design Thinking, to improve service quality and operational effectiveness. - Review customer communications, operational procedures, and service processes to improve clarity, consistency, and customer understanding. Requirements - University degree in Business Administration, or a related discipline. - Minimum 8 years of experience in customer relations or operational excellence. - Experience in MPF administration and services industry is highly preferred. Knowledge of contact centre operations and management will be an advantage. Strong analytical and problem-solving skills with demonstrated experience in conducting root cause analysis and translating insights into improvements. - Experience in leading cross-functional initiatives involving multiple stakeholders with the ability to influence without direct authority. - Excellent communication, presentation, facilitation, and stakeholder management skills with the ability to engage stakeholders at different organizational levels. - Other ad hoc assignments as assigned by Supervisor

• Head of Customer Relations - Hang Seng Bank (HK)

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