Senior Manager/Associate Director, Participant Engagement

The Opportunity

The launch of eMPF platform is a very important milestone to our HK pension business. There will be significant changes on the whole MPF industry, including the trustee governance, servicing model as well as sales opportunities. This candidate is essential for the upcoming execution of the future TOM after the migration of eMPF. The candidate will play a pivotal role in aligning our business requirements with system development from a customer-centric perspective. His/her responsibilities will include formulating and executing strategies that enhance our future servicing model and optimize enterprise value.

What motivates you?

• You obsess about customers, listen, engage and act for their benefit
• You think big, with curiosity to discover ways to use your agile mindset and enable business outcomes
• You thrive in teams, and enjoy getting things done together
• You take ownership and build solutions, focusing on what matters
• You do what is right, work with integrity and speak up
• You share your humanity, helping us build a diverse and inclusive work environment for everyone

We are looking for someone with:

• University degree with extensive industry knowledge on the retirement industry management, preferably with 8-10 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

On the job you will:

• Formulating and executing employer engagement strategies: The candidate will design and implement strategies to deepen employer client relationships, aligning with one of our key company objectives. This includes understanding member needs, enhancing communication channels, and ensuring seamless interactions at all touchpoints.
• Driving Employee Member Penetration: Leveraging the deepened employer relationships, the candidate will work closely with internal teams to develop initiatives that increase employee member engagement and penetration. This ensures that our workforce is aligned with our customer-centric approach and enterprise goals.
• Enhancing Customer Journey Experience: This role will be instrumental in crafting a future-focused customer journey. Utilizing tools such as customer journey mapping, the candidate will ensure that our service offerings are intuitive, efficient, and highly satisfying for our members.
• Ensuring Smooth System Transition: The candidate will address employers' and members' needs during the transition to the eMPF system. This includes handling contribution requirements and inquiries, working closely with the customer relations team and participant engagement team to ensure a smooth and effective migration process, minimizing disruptions and enhancing member satisfaction.
• Developing Training Programs: The candidate will collaborate internally to develop and implement training programs for internal teams. This ensures that all staff are well-equipped with the knowledge and skills needed to support employer engagement and member services effectively.
• Monitoring and Reporting on Engagement Metrics: The candidate will establish and maintain a system for monitoring key engagement metrics. This involves reports to track the progress of employer and member engagement initiatives, providing insights for continuous improvement.
• Coordinating Cross-Functional Teams: The candidate will coordinate efforts across various function teams, including marketing, IT, operations, and servicing. This ensures that all initiatives related to employer engagement and employee member penetration are well-integrated and aligned with overall company objectives.
• Managing Feedback and Continuous Improvement: The candidate will actively seek feedback from employers and members to identify areas for improvement. He will work closely with teams to develop and implement strategies to address any issues or gaps in service, ensuring that the company continually evolves to meet the needs of its clients.

Our commitment to you

• Our mission; to be a part of making Decisions Easier and Lives Better
• A leadership team dedicated to your growth and success
• A bold ambition and set of goals to be a leader in driving transformation in our industry
• Our best. Every day.

Learn more about opportunities with us at www.manulife.com/en/careers/why-join-us.html