Senior Officer, Customer Centricity

Officer, Customer Centricity

Job Purpose

Support the Team Lead, Operations Excellence in improving customer experience, reducing complaints and inbound calls, and enhancing service delivery. The role also supports reporting, analysis, process improvement, projects, and coordination with internal stakeholders to ensure services are customer-focused and operationally effective. Customer service roles commonly focus on resolving customer issues, improving service quality, and supporting continuous improvement across operations.

Key Responsibilities

• Support customer experience initiatives identified through complaints and preventive actions to reduce complaints and inbound calls.
• Prepare management reports, business analysis, presentations, meeting materials, and recommendations for decision-making.
• Assist in customer journey mapping to identify pain points and improvement opportunities.
• Monitor customer feedback, service performance, and operational metrics to identify trends and support service improvements.
• Work with internal stakeholders and business partners to improve processes, service delivery, and customer outcomes.
• Support process improvement, project implementation, system enhancement, and user acceptance testing (UAT).
• Investigate customer and operational issues, identify root causes, and recommend practical solutions.
• Oversee the review and update of operational manuals and related procedures to ensure they remain accurate and aligned with business needs.

Requirements

• Bachelor's degree or equivalent qualification preferred, with 3-5 years of relevant experience in pension, banking, insurance, financial services, or related industries.
• Experience in MPF, retirement schemes, operations, customer service, business support, or service delivery is an advantage frontline customer service or relationship management experience is a strong plus.
• Strong customer-focused mindset, with good understanding of customer service excellence and customer journey improvement.
• Good analytical, problem-solving, communication, presentation, and stakeholder management skills.
• Advanced Microsoft Excel and PowerPoint skills, strong attention to detail, ability to manage multiple priorities, and good command of written and spoken Chinese and English.