Senior Manager / Associate Director, Customer Relations

This role focuses on uplifting servicing efficiency and effectiveness across customer relations, member education, and engagement initiatives. The position supports the servicing team by evaluating current service approaches, identifying gaps and opportunities, and translating insights into practical recommendations.
Position Responsibilities:
Support the servicing team in reviewing and improving service efficiency and effectiveness across customer relations, education, and member engagement
Conduct ongoing evaluations to identify service gaps, improvement opportunities, and practical enhancement actions
Assess the effectiveness of member education programmes and customer campaigns, and recommend next steps or refinements
Develop Excel‑based analysis and reporting to support service reviews, programme evaluation, and management discussions
Translate findings into clear, actionable recommendations that support service uplift and better customer outcomes
Work closely with internal stakeholders to ensure insights are business‑relevant, practical, and service‑driven
Required Qualifications:
University degree with extensive industry knowledge on the retirement industry management, preferably with 6-8 years working experience in MPF
Experience in servicing, business development and general management from insurance, financial institution, or trustee industries, including service-based businesses
Proactive, customer-driven approach, excellent inter-personal skill with a strong sales and servicing orientation
Excellent communication skills in English and Cantonese
When you join our team:
We’ll empower you to learn and grow the career you want.
We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.
As part of our global team, we’ll support you in shaping the future you want to see.
About Manulife and John Hancock
Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html.
Manulife is an Equal Opportunity Employer
At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.
It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact hr@manulife.com.
Working Arrangement
Hybrid