Manager, Customer Centricity

Job title: Customer Centricity Manager / Senior Customer Centricity Manager

Team: Operational Excellence & Governance

Location: Hong Kong  

Department: Customer Relations & Operations Excellence

Role purpose

Act as a change management agent to drive complaint-led improvement and preventive measures. To simplify all journey enhancement, communication clarity, process simplification to ensure offering simple, reliable, consistency, accessible service channels to our eMPF employers and members.

What will you do?

• Oversee, manage, and implement customer-centric and operational excellence initiatives to drive overall service efficiency and end-to-end customer experience improvements across the organization.

• Lead and manage the CX and operational governance framework to ensure alignment with strategic priorities, compliance with standards, clear accountability, and timely execution of improvement initiatives across all touchpoints and departments.

• Lead, develop, and implement programs to build a culture of operational excellence and customer centricity, ensuring all staff understand their role in end-to-end flows and how they can contribute to efficiency and service quality through communication, campaigns, recognition, and training.

• Proactively identify complaints, performance data, and operational issues to drive root-cause analysis and targeted improvements in service journeys, communication, forms, processes, and overall operational efficiency.

• Lead cross-departmental process mapping and journey mapping (operational, digital, and support functions) to identify pain points, bottlenecks, gaps, and opportunities for efficiency gains. Apply structured problem-solving and Design Thinking approaches to develop and implement practical solutions with stakeholders from different teams.

• Drive change management and continuous improvement: Collaborate with stakeholders across different departments to enable rapid cross-functional collaboration and execution. Identify process gaps and when a structured change or efficiency improvement plan needs to be developed and implemented. Ensure clear line of accountability and robust planning for implementation.

Minimum Job Requirements:

• Minimum 15 years of relevant work experience with a strong track record of driving operational excellence, end-to-end process improvement, and customer experience strategies. Experience in Pensions, Insurance, or financial services industry is highly preferred.
• Excellent customer-centric and operational excellence mindset. Strong analytical skills with proven ability to map complex cross-departmental operation flows, identify gaps and inefficiencies, and deliver measurable improvements in operational efficiency. Good plain language communication, influencing, and stakeholder management skills across different functions; avoid unnecessary jargon.
• Obsessed with data-driven insights, process analytics, and the bigger strategic picture. Strong storytelling and influencing skillset to embed operational excellence and customer centricity across the enterprise and different departments.
• Strong problem-solving, analytical, judgment, and decision-making skills. Able to work under pressure in a fast-paced environment and deliver tangible efficiency and experience outcomes.