If mastering MPF and pension products is a science, and creating innovative customer service is an art, Gain Miles strikes the perfect balance with its unique approach to both health and wealth advisory services. Through a combination of structured, rigorous analysis and a clear mission to enlighten and educate its clients, Gain Miles stands out in a competitive field – so much so it’s been named as Best-in-Class, winning the 2016 award for Intermediary of the Year from a field of small-advisory competitors.
In fact, it’s been something of a banner year for the Kowloon-based firm, headed by chief executive Dr. Gloria Siu. The company has had successfully engaged and acquired a huge base of human resources professionals through many of first-of-its-kind initiatives, leading to its significant growth in new pension business last year.
Now serving a vast of multinational and local brands across nearly all sectors, Gain Miles has particular success with retailers, including many of the world’s top luxury brands. This kind of engagement can only happen when an advisor truly understands the needs of its customers – and that’s where the Gain Miles excels.
A Scientific Approach
Under the leadership of Dr. Siu, Gain Miles has created an in-house system that helps them learn more about the particular concerns of each client and the issues facing their industries. “We developed and adopted the ‘Research-Based Pension Advisory Model’ to identify our corporate clients’ needs, taking into consideration their challenges on legislation, compliance, HR policies and administration,” explains Dr. Siu. ”At the same time, we are balancing in their employee needs,” she adds.
Indeed, working with clients to help them understand and address their employees’ requirements is a key focus for Gain Miles. “Over the years, we’ve collaborated with renowned academic institutions to work on annual MPF surveys and research, and shared the findings with our clients,” according to Siu. “We then work with them on their objectives and assess the level of their employee engagement.
Each corporate client and their staff work with a designated Gain Miles consultant, who provides support, assisted by back-end functions including one-on-one helpdesk customer service, policy administration, investment research, strategy and marketing, corporate pension and staff benefits. And with 36 years of experience in getting to know their customers, Gain Miles is well placed to advise clients on issues common to their sector or industry. A similarly structured approach is also brought to bear on advising clients about the most suitable pension platform to best match their objectives with another innovative in-house process, the Suitability and Optimization Analysis. As Dr. Siu explains, “We compare various fund structures and the performance of our clients’ existing pension schemes against our in-house developed benchmark to review their plan competitiveness. We track and share with corporate clients information about pension costs, market trends and budgeting, and to help their employees make the best informed decision.”
Contributing to Community
In fact, Gain Miles is so committed to sharing information with clients and the community about the healthy development of MPF that it is a cornerstone of its Community Social Responsibility program. “Not only do we share our precious survey and research findings and historical data with the general public,” says Siu, “but in 2015, we also successfully developed and filed the trademark for the ‘Gain Miles MPF Confidence Index’, which provides valuable insights to the community with the full weight of Gain Miles structured research behind it.”
It’s this unique combination of social responsibility and rigorous analytics that makes Gain Miles stand out. Throughout its history, the firm has organized hundreds of seminars and workshops, and partnered with various MPF services providers to organize the annual MPF Forum, to share their views on the issues surrounding MPF development and to meet potential clients.
“We keep our potential clients abreast of all our latest research findings and events with our new Customer Relationship Management system, through which we have successfully built a reputation as one of the pioneer professional pension consulting firms. We’ve also extended our client acquisition through social media, with regular and prompt content to reach out to our target potential clients.”
Clients can expect the highest standards of compliance from Gain Miles, which mandates that all of its MPF servicing representatives be licensed with the Securities and Futures Commission, the Mandatory Provident Fund Schemes Authority and insurance industry regulators. Not even principal and subsidiary intermediates at other MPF firms are required to do so. Gain Miles sets the strictest compliance standards, not only to protect the interests of the company but to serve the interests of its clients as well.
It’s something that is very important to the firm’s chief executive: “We regularly monitor the standard of our service delivery. Compliance training sessions are conducted on a semi-annual basis, and are mandatory for all the MPF service representatives, in order to reinforce their understanding of best business practices.
Again, a methodical and structured approach is applied to the company’s compliance function. Comprehensive compliance manuals and employee handbooks, which govern the ethical and legal responsibilities of staff, include codes of conduct and rules for the handling of client personal data.
Clearly, maintaining such standards calls for a high caliber of the employee. Gain Miles devotes significant resources and energy to recruit talent, using a structured recruitment process for all candidates, most of whom go through three assessment tests and face-to-face interviews. The company has also successfully launched its Management Trainee Programme, to groom outstanding graduates into future leaders.
Staff well-being and work/life balance are supported by a range of programs that help employees develop professionally and grow personally. “It’s very important to us we provide a supportive environment to staff and their families, and to foster employees’ well-being,” Dr. Siu remarks. Indeed, the firm’s good reputation as an employer has earned it several accolades, including the ‘Caring Company Award’ by the Hong Kong Council of Social Service for 3 years in a row, the MPFA’s ‘Good MPF Employer Award’, and the ‘Distinguished Family-Friendly Employer Award’ by the Family Council.
Given its intellectual rigor, community spirit, highest standards of governance and commitment to its employees, Gain Miles has truly earned the Best in Class award. BM
如果管理強積金和退休金產品是一門科學，那麼制定創新的客戶服務就好比一門藝術。駿隆集團（駿隆）以獨特的手法巧妙地兼顧康健和財富管理顧問服務，憑着嚴謹的分析、啟發和教育客戶的使命領先同儕，在眾多小型顧問公司中脫穎而出，勇奪2016年《指標》年度基金大獎「同級最佳 — 強積金中介機構大獎」。
針對每一個企業客戶的行業背景和實際需要， 駿隆指定獨立的顧問代表跟進個案，並由不同的部門功能包括： 一對一的僱員資訊站服務、保單行政、投資研究、策略及市場營銷、退休金及員工福利產品等的配合和協助下，提供相關顧問服務的支援。