We are seeking a strategic and experienced Senior Manager / Associate Director to join our Customer Relations team, with a core focus on employer engagement and retention. This role is instrumental in enhancing service experience, strengthening employer relationships, and supporting employers in helping their employees plan effectively for retirement. The successful candidate will lead initiatives that drive long-term value for our employer partners and contribute to improved customer experience.

Position Responsibilities:

• Develop and execute employer engagement strategies to foster strong, long-term relationships.
• Lead initiatives to improve employer satisfaction and retention, leveraging data-driven insights and feedback.
• Collaborate with internal teams to deliver tailored solutions that align with employer goals and member needs.
• Champion service excellence by identifying and implementing improvements across employer touchpoints.
• Work closely with service delivery teams to ensure consistent, high-quality interactions.
• Monitor service metrics and lead initiatives to address service gaps and elevate the overall experience.
• Partner with employers to design and deliver impactful retirement planning programs for their employees.
• Support and collaborate with Customer Relations team members to ensure alignment and shared success.

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 [email protected].

Hybrid