AVP, Customer Experience Manager, Operations Wealth Management
The Manufacturers Life Insurance Company
Hong Kong, HK

Job Description :

Are you looking for unlimited opportunities to develop and succeed? With work that challenges and makes a difference, within a flexible and supportive environment, we can help our customers achieve their dreams and aspirations.


The Customer Experience Manager (CEM) will directly support Manulife’s Wealth Management business, this role is a major contributing factor in Improving the Quality of the Wealth Retail Management Experience’.

This role will be supported by Customer Experience Ambassadors; people selected from across service areas, to support the communication and delivery of work aligned to the organization’s mission, values and behaviors and all elements of customer experience improvements across the organization.

This role sits within the Core Operations Management team and reports directly into the Regional Head of WAM’s Wealth & Asset Management Operations.

The CEM is a role model for all staff in developing standards, knowledge, skills and behaviors to meet the expectations of Wealth Management’s broad range of customers.


  • Champion opportunities to consistently Improve the Quality of the Wealth Management Customer Experience
  • Continually review and evolve the collection of processes Wealth Management use to track, oversee and organize every interaction between the customer and Wealth Management throughout the lifecycle, liaise with relevant business owners to champion change and lead prioritized service delivery improvements
  • Deliver service improvements to improve the customer experience across Wealth Management
  • Influence senior stakeholders, staff and volunteers to support and deliver proposed improvements via the appropriate channels and processes
  • Use leading industry leading tools to measure improvements over time

    The CEM will consistently demonstrate Wealth Management’s Values, Behaviors and Customer Experience Standards to internal and external customers, suppliers and partners.

    The role holder will :

  • Collate and analyses customer expressions of dissatisfaction and complaints, QMS, mystery shopper and Net Promoter Score feedback, ensure that NPS increases across the organization over time
  • Continually identify opportunities to improve the customer experience
  • Deliver change initiatives identified internally or from external good practice to support these opportunities
  • Create and provide information and training on initiatives and changes, so we create experts everywhere. This will include training on organization-
  • wide services and products and skills development such and the development of interview, induction and Personal Development Processes

  • Develop capability and motivate Ambassadors to support the delivery of projects
  • Deliver Wealth Management Experience workshops for new starters
  • Facilitate Customer Experience focus groups with customers, volunteers and staff
  • Fully understand all internal and external legislation relevant to the role
  • Understand the importance of Customer Experience within the Wealth Management business plan and develop those opportunities to deliver continual improvements
  • Meet with Ambassadors monthly to gain feedback and communicate initiatives
  • Observe and coach staff and volunteers to improve standards, knowledge, skills and behaviors
  • Present data, recommendations to stakeholders, gain commitment and implement measurable customer experience
  • Take lessons from highly regarded service providers in and outside our specialisms and industries and deliver an enhanced customer experience at all customer touch points
  • View all our facilities from the customers’ perspective, continually learn what it is like to be a Wealth Management customer, work with customer groups to gain feedback and implement change initiatives
  • Work across teams to continually eliminate unnecessary processes and continually implement new ways to enhance the Wealth Management Experience
  • Complete additional reasonable request to support the business plan

  • Coordination of plans with the Customer Ambassadors from across the Services within Wealth Management
  • No direct financial management other than any business case outcomes to support improved customer experience initiatives

  • Successful identification, support and delivery of solutions that support an improved customer experience
  • Increased NPS scores from customers visiting Wealth Management sites

  • Able to analyses customer metrics, including Net Promoter Score
  • Challenges all processes that impact our customers receiving the best possible experience
  • Constructively and continually challenges organizational norms, looks for creative solutions to deliver tangible improvements
  • Implements and monitors improved governance, standardized process and procedures
  • Leads the development of new solutions to meet customer’s changing expectations
  • Works or has worked in a customer management role with proven success

  • Degree Qualified
  • Microsoft Outlook, Word, Excel, PowerPoint
  • Proficient in English and Cantonese
  • Proven experience in customer service management
  • Proven experience in developing and influencing others
  • Customer service, training or business administration qualification

  • Able to have difficult conversations, clearly explains initiatives in sufficient detail to gain understanding, and the support of internal and external customers and partners
  • Considered a go to’ person, recognized as a role model internally and externally
  • Credible across service areas, creates positive working environments, manages conflict
  • Demonstrates high personal standards, able to identify positive behaviors in others
  • Demonstrates consistent excellence in standards, behaviors, knowledge and skills
  • Develops knowledge and skills of others to deliver objectives
  • Experienced in influencing people, including people senior to their role
  • Experienced in training, coaching and developing others
  • Innovative and creative, challenges accepted beliefs
  • Motivated to participate in development opportunities that increase capability and performance
  • Self - aware, positive interpersonal skills yet determined. Bounces back after setbacks
  • Willing to integrate across service areas, cross functional customer experience improvements are developed and implemented to the benefit of the organization
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