Senior Officer, Customer Engagement & Partnership

Position Summary

Support customer engagement and partnership programmes through hands-on coordination, campaign and reward fulfilment, and customer communications. Work with internal teams and external partners to track timelines, follow up on actions, and support accurate, timely delivery.

 

 

Position Responsibilities:

Programme Delivery and Operations Support

• Support the planning and execution of customer engagement and partnership activities across campaigns, digital journeys, and customer programmes.
• Coordinate partnership onboarding and day-to-day activities with business, operations, technology, compliance, and external partners, clarifying requests and sharing updates.
• Maintain task trackers and timelines, follow up on outstanding actions, flag dependencies and issues to the manager.
• Support campaign and reward fulfilment in accordance with approved processes and business rules.

• Perform data validation, reconciliations, and operational checks to ensure quality execution.

• Track programme and partnership performance metrics and prepare regular reports for the manager.
• Record operational issues and suggest practical process improvements.
• Maintain workflow documents, operating procedures, and programme and partnership records, including agreements and deliverables.
• Assist with user testing and launch preparation, including consolidating feedback and tracking follow-up actions with technology teams.

 

Customer Communications

• Prepare customer-facing communications and ensure accuracy, clarity, consistency, and alignment with approved programme details.
• Coordinate stakeholder reviews and approvals, including Legal and Compliance where required, consolidate comments, and maintain version control for timely launches.

 

Required Qualifications:

• Bachelor's degree in Business, Marketing, Communications or a related discipline.

• 2+ years of relevant experience in programme or project coordination, customer communications, customer engagement, CRM, loyalty programmes, marketing operations, or related disciplines.
• Experience in insurance or financial services is an advantage.
• Proven track record in coordinating tasks, tracking timelines, maintaining accurate records, and following through with multiple stakeholders to meet deadlines.
• Hands-on experience drafting, editing, proofreading, and coordinating reviews of customer-facing or operational communications.

• Strong attention to detail and commitment to execution quality.

• Proactive and dependable, with the ability to prioritise multiple tasks.
• Practical problem-solving skills, with the ability to identify issues and seek guidance or escalate when needed.
• Strong written and verbal communication skills, with the ability to explain information clearly, clarify requirements, and work effectively with internal teams and external partners.

• Excellent command of written and spoken English and Cantonese. Proficiency in Mandarin is an advantage.

• Candidates with less relevant experience will be considered for Officer.

 

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