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Customer Services Manager - MPF

Hong Kong, Hong Kong 40000.00 - 45000.00 HKD / Month · Job Posted June 01, 2026
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Job Description

You will lead a dynamic, collaborative, and fast-paced frontline operations team dedicated to delivering top-tier service. The team thrives on clear communication, mutual support, and a shared goal of operational efficiency. Backed by senior operations management, this group values proactive problem-solving and fosters an inclusive environment focused on continuous professional development.

Job Responsibility

  • Oversee daily operations of the assigned service centre, including facilities such as kiosks, drop-in boxes, counters, and related tools
  • Manage centre manpower planning, roster arrangement, and workflow execution to ensure smooth operations
  • Execute MPF service workflows and internal administrative processes in accordance with corporate and regulatory standards
  • Handle MPF-related enquiries and complaints, ensuring timely resolution or proper escalation of complex cases
  • Ensure all Service Centre staff comply with company policies, operational guidelines, and relevant regulatory requirements
  • Provide training, coaching, and performance feedback to frontline staff
  • Coordinate with the Operations Manager and other Centre Managers on resource reallocation, especially during traffic imbalance between centres

Requirements

  • University degree or diploma holder, preferably with experience in pension, MPF, or financial services
  • A minimum of 3 to 5 years of professional experience, with proven leadership experience in a frontline or service centre environment
  • Solid understanding of MPFA regulatory requirements and MPF administration procedures
  • Strong communication, presentation, and customer service skills
  • extensive experience in handling complaints and demanding customers is essential
  • Familiar with performing customer profile checks using back-office systems
  • Proficient in spoken and written English
  • fluency in Mandarin is required

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