Manulife
Financial Services
AssistantManager,CustomerRelations
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optimal for Mid candidates.
“Assistant Manager, Customer Relations at Manulife. Skills: Customer Relations, MPF schemes, Client service. Manage employer and member enquiries. Provide clear and accurate information on MPF scheme”
What You'll Achieve.
Ensure timely follow-up on all cases; Enhance customer satisfaction; Ensure proper resolution within service-level timelines; Enhance customer experience; Ensure all activities comply with regulatory requirements and company policies
Industry & Context.
Problem-solving
What They're Looking For.
Must Have
Diploma or bachelor’s degree in business administration, Finance, or a related discipline, Minimum 3-4 years of experience in customer service, call centre operations, client service, preferably in financial services or MPF/retirement schemes, communication skills in English and Chinese (Cantonese), Customer-oriented with problem-solving, listening, and interpersonal skills, Detail-minded, well-organized, and able to handle multiple tasks under tight deadlines, Proficient in MS Office (PowerPoint, Word, Excel, Outlook)
Nice to Have
Experience in MPF, pension administration, or financial products, Experience handling employer accounts or corporate clients, Ability to conduct employer briefings, presentations, or training, analytical mindset and familiarity with regulatory guidelines issued by MPFA, Mandarin is an advantage
What You'll Do.
Manage employer and member enquiries
Provide clear and accurate information on MPF scheme
Ensure timely follow-up on all cases
Enhance customer satisfaction
Contribute to service improvement initiatives
Act as primary contact point for employers and intermediaries
Handle enquiries via phone
Provide accurate and timely information and advisory services on MPF schemes
Conduct follow-up on outstanding cases
Ensure proper resolution within service-level timelines
Support employer onboarding
and customer education initiatives
Work closely with internal departments and external stakeholders to investigate and resolve customer issues
Maintain accurate records of all customer interactions and case handling in internal systems
Assist in preparing customer communication templates
and process guidelines
Identify service gaps
recommend improvements
and support projects that enhance customer experience
Ensure all activities comply with regulatory requirements and company policies
How You'll Work.
Team & Collaboration
Work closely with internal stakeholders to resolve issues; Work closely with internal departments and external stakeholders to investigate and resolve customer issues
Communication Scope
English; Chinese (Cantonese); Mandarin
Full Job Description
We are seeking a proactive and customer‑focused **Customer Relations Assistant Manager** to join our team. In this role, you will manage employer and member enquiries, provide clear and accurate information on MPF scheme, and ensure timely follow‑up on all cases. You will work closely with internal stakeholders to resolve issues, enhance customer satisfaction, and contribute to continuous service improvement initiatives. The ideal candidate will possess strong communication skills, an eye for detail, and the ability to manage multiple tasks in a dynamic environment. If you are passionate about delivering exceptional service and want to build a career in the pension/financial services sector, we welcome you to apply. **Position Responsibilities:** * Act as the primary contact point for employers and intermediaries, handling enquiries via phone, email, and other communication channels. * Provide accurate and timely information and advisory services on MPF schemes, account management. * Conduct follow‑up on outstanding cases and ensure proper resolution within service-level timelines. * Support employer onboarding, employee penetration, and customer education initiatives. * Work closely with internal departments and external stakeholders to investigate and resolve customer issues. * Maintain accurate records of all customer interactions and case handling in internal systems. * Assist in preparing customer communication templates, FAQs, and process guidelines. * Identify service gaps, recommend improvements, and support projects that enhance customer experience. * Ensure all activities comply with regulatory requirements and company policies. **Required Qualifications** * Diploma or bachelor’s degree in business administration, Finance, or a related discipline. * Minimum 3-4 years of experience in customer service, call centre operations, client service, preferably in financial services or MPF/retirement schemes. * Strong communication skills in English and Chinese (Can
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