Manager, Pension Operations
Manulife
Hong Kong, HK
3天前

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.

Job Description

Deliver One-stop EB Solution and Best-in-Class services to provident funds customers and various distribution channels. Provide professional administrative supports and services to delight customers’ needs and expectation in provident funds scheme administration.

Aiming at contributing to business retention and enhancing market position to achieve company’s objectives.

Result Areas

  • Provide VIP clients one-stop administrative and service supports to ease their administrative burden in provident funds scheme.
  • To build business relationship with customers and business partners on an on-going basis, including regular direct contact to follow up customers or support Customer Relation Team to client visit.
  • Assist Manager to monitor and review service quality, identify service improvement need and implement enhancement action.
  • Provide training and coaching to teammates to enhance teammates’ skill and knowledge to handle administration task and customer services.
  • Provide guidance and solutions to teammates to handle difficult situations for avoidance of potential complaint. Handle exception problem cases with good judgement.
  • Support to resolve customers’ complaints with Complaint Team.

  • Assist Manager to develop / review procedure and checklist, propose effective new method, suggest effective control measure and deliver training / briefing.
  • Lead the implementation of procedure change smoothly.

  • Support and coordinate ad-hoc assignment or project to improve operational efficiency and business initiatives
  • Experience & Qualifications

  • University degree holder
  • Around 6-8 years' relevant work experience, preferably in provident funds operations (MPF & ORSO)
  • IA license, MPF license, LOMA qualifications would be an advantage
  • Around 2-3 years’ supervisory experience
  • Knowledge & Skills

  • People oriented with tactful customer service skills and excellent problem-solving abilities
  • Self-motive, well organized and attentive to details.
  • Mature and strong personal drive. Able to work independently and under pressure.
  • Strong interpersonal, communication and collaborative skills to lead the team work.
  • Strong PC skills in MS office, including Word, Excel and PowerPoint
  • Proficient in both English and Chinese, both spoken and written
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