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Job Title :
Customer Service Manager, Pension
Job ID :
Category :
Business Operations
Location :
HKHO-Manulife Financial Centre, HongKong HK
Job Type :
Full Time
Posted On :
Job Description :

Are you looking for unlimited opportunities to develop and succeed?  With work that challenges and makes a difference, within a flexible and supportive environment, we can help our customers achieve their dreams and aspirations. 


Role Summary

Deliver “One-stop EB Solution” and “Best-in-Class” services to provident funds customers and various distribution channels.  Provide professional administrative supports and services to delight customers’ needs and expectation in provident funds scheme administration.  Aiming at contributing to business retention and enhancing market position to achieve company’s objectives.

Result Areas

  • To handle complaints in relation to Mandatory Provident Fund, Occupational Retirement Scheme and Group Life and Health Insurance in an effective manner
  • To be responsible for investigation, preparation of reply and reporting of complaints.
  • To liaise with relevant parties to ensure complaints are identified, handled and recorded in-line with established procedures and timeline.
  • To communicate with regulators on details of the complaints, if applicable, in a professional manner.
  • To communicate with relevant parties effectively and ensure all complaints are acknowledged in a timely manner and complainants are kept informed throughout the complaint process, if applicable. To manage the resolution of complaint, within given timeline.
  • To be responsible for the management of complaint handling procedures manual.
  • To prepare regulatory reports in relation to MPF complaints and internal statistical reports.
  • To facilitate complaint meetings
  • Appropriately escalating complaints to management.

Experience & Qualifications

  • University degree holder
  • Around 6-8 years' relevant work experience, preferably in provident funds operations (MPF & ORSO)
  • IA license, MPF license, LOMA qualifications would be an advantage

About Manulife
Manulife Financial Corporation is a leading international financial services group that helps people achieve their dreams and aspirations by putting customers' needs first and providing the right advice and solutions. We operate as John Hancock in the United States and Manulife elsewhere. We provide financial advice, insurance, as well as wealth and asset management solutions for individuals, groups and institutions. At the end of 2016, we had approximately 35,000 employees, 70,000 agents, and thousands of distribution partners, serving more than 22 million customers. At the end of 2016, we had $977 billion (US$728 billion) in assets under management and administration, and in the previous 12 months we made almost $26 billion in payments to our customers.
Our principal operations are in Asia, Canada and the United States where we have served customers for more than 100 years. With our global headquarters in Toronto, Canada, we trade as 'MFC' on the Toronto, New York, and the Philippine stock exchanges and under '945' in Hong Kong.
Manulife is committed to supporting a culture of diversity and accessibility across the organization.   It is our priority to remove barriers to provide equal access to employment.  A Human Resources representative will consult with applicants contacted to participate at any stage of the recruitment process who request an accommodation. Information received regarding the accommodation needs of applicants will be addressed confidentially.

Business Operations
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