Senior Manager / Associate Director, Customer Relations
Core
Evaluating service approaches, identifying gaps in customer relations and member education, and translating insights into practical recommendations to uplift servicing efficiency.
Role type
Senior Manager / Associate Director, Customer Relations
Builds
Service reviews, programme evaluations, and actionable recommendations for the servicing team
Domain
Financial services (retirement industry, MPF, insurance)
Deliverable
dashboards & analysis
Required skills
Service management, business development, general management, Excel-based analysis, member education program assessment, stakeholder collaboration
Preferred skills
Industry knowledge on retirement management, sales orientation
Technologies
Excel
Responsibilities
Review and improve service efficiency and effectiveness across customer relations and member engagement; Conduct evaluations to identify service gaps and improvement opportunities; Assess the effectiveness of member education programmes and customer campaigns; Develop analysis and reporting to support management discussions; Translate findings into actionable recommendations; Work with internal stakeholders to ensure insights are business-relevant.
Seniority
Senior Manager / Associate Director, hands-on leadership