Having joined the Company in 1990, Cora Yiu, Deputy General Manager – Portfolio Support (Service Delivery), is responsible for property management of our diversified portfolios. One of the first employees to take an active role in our expansion into mainland China, Cora has laid a solid foundation in property management for our Mainland portfolios by introducing and sharing a set of sound management practices from her experience in Hong Kong to our Mainland colleagues.

Witnessing the flourishing development of the Company over the last three decades, Cora recalls her most memorable experience is related to the opening of Forum 66 in Shenyang in 2012. The experience taught her that the best laid plans need openness to dialogue in their implementation in order to achieve the goal of customer centricity. Cultural differences meant that the procedures and guidelines she had planned for Shenyang needed adaptation. “We listened to our colleagues’ concerns and leveraged their understanding of local culture and customer preferences to achieve a perfect balance that upheld our high standards of service quality while tailoring them to the local context. That’s customer centricity,” shared Cora.

Cora believes that the essence of “Customer Centricity” lies in “cross-departmental cooperation, coordination of internal resources, response to customer needs, and finally delivering service from the heart.” 

As for her plans after retirement, Cora plans to travel around mainland China by high-speed rail, and visit every city in the Greater Bay Area.