Cornerstone Global Partners

MPF QA Customer Journey VP (Perm, Up to 70k)

Cornerstone Global Partners
HK$45,000 - HK$70,000 /month (negotiable)
Posted on 22 Sep 2020

MPF QA Customer Journey VP (Perm, Up to 70k)

Cornerstone Global Partners

Job Highlights

  • Deal with regulatory bodies
  • Handle complex client complaints
  • Monitor service calls

Job Description

Our Client:

A well established MPF Trustee

Role Overview:

  • Act as the primary bridge between regulatories, members and frontline staff
  • Assist in formulating strategic initiatives that add value to customer experience and improve operational efficiency and organizational effectiveness
  • Enhance workflow and customer service level to increase members' satisfation and loyalty and to minimize complaints
  • Handle customer complaints / feedback 
  • Conduct root cause analysis
  • Conduct service quality assessments to monitor internal service standard by call monitorings and call records review
  • Provide coaching sessions to raise compliance awareness

Ideal Profile:

  • Bacheloe degree or above
  • Minimum 10 years of work experience in complaint handling or customer service, preferably in pension / financial industry
  • Strong in both written and verbal Chinese (Cantonese and Mandarin) and English
  • Knowledge in MPF & ORSO products will be a plus
  • HKSI 1, 7, 8; IIQE 4 preferred but not essential 

Additional Information

Career Level
Years of Experience
Not Specified
Job Type

Company Overview

We are the world’s first fully integrated multi-industry Online to Offline Talent Recruitment Platform.

Launched in 2012 as a traditional recruitment firm, CGP has become one of the largest recruitment solutions firms in Asia with 400+ team members delivering executive search, recruitment process outsourcing and contracting services to multi-national and domestic firms.

The firm operates 9 offices in Mainland China and has offices in Hong Kong, Singapore and the United States.

In 2018, the company won multiple industry awards including Best Recruitment Firm and Best Innovation in Recruitment as a result of the development of our proprietary O2O AI enabled Top20Talent platform.

These services include traditional C-level to mid-level executive search, market entry/outbound investment consultancy and organizational design solutions through their industry specialized Partners and Consultants.

For more information, please visit our website: or

Additional Company Information

Benefits & Others
Five-day work week, Life insurance, Medical insurance, Performance bonus