eMPF Contact Centre Head
1 week ago
We are seeking a highly experienced and results-oriented leader to serve as eMPF Contact Centre Head. Reporting to the Head of Business, you will play a critical role in the overall management and strategic direction of our call centre operations, ensuring exceptional service delivery and operational efficiency. You will be responsible for driving service improvements, optimizing resource allocation, and fostering a high-performing team. This is a key leadership position within our organization, offering the opportunity to make a significant impact on our member experience. Your Role Operational Leadership : Assist the Head of Business in all aspects of call centre management, including strategy, planning, and execution. Oversee day-to-day call centre operations, ensuring smooth and efficient service delivery. Manage and optimize resource allocation, including workforce planning, traffic forecasting, and scheduling, to meet service level agreements (SLAs). Drive continuous improvement initiatives to enhance service quality, efficiency, and member satisfaction. Ensure seamless integration between front-office and back-office functions. Monitor and control operational costs, identifying opportunities for optimization. Team Leadership & Development : Lead, mentor, and develop a high-performing team of call centre professionals. Foster a positive and engaging work environment that promotes employee motivation, growth, and retention. Provide coaching and performance management to ensure individual and team success. Compliance & Reporting : Ensure compliance with all relevant MPFA regulations and internal policies. Monitor key performance indicators (KPIs) and generate regular reports on call centre performance. Utilize data and analytics to identify trends, insights, and opportunities for improvement. To Succeed in this Role Education & Experience : Bachelor's degree in Business Administration, Management, or a related field. Minimum 10 years of progressive experience in call centre operations. At least 5 years of experience in a management or leadership role within a call centre environment. Preferred : Proven experience within the trustee / pension industry, with a strong understanding of MPF or eMPF schemes. Exceptional leadership, people management, and team-building skills. Excellent communication, interpersonal, and presentation skills. Strong analytical and problem-solving abilities, with a data-driven approach to decision-making. Able to work under stress and high volume of call traffic environment. Demonstrated business acumen and a results-oriented mindset. Proficiency in workforce management systems and call centre analytics tools. Thorough understanding of MPFA regulations is an advantage. Required to state in PRC 3-4 days a week. #J-18808-Ljbffr
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Contact Centre Head: Ops Leader
1 week ago
Hong Kong Island, Hong Kong SAR China HKT Full timeA major telecommunications provider in Hong Kong is looking for a strategic leader to fill the role of eMPF Contact Centre Head. This position is crucial for managing call centre operations, ensuring exceptional service delivery, and fostering a high-performing team. Candidates should have over 10 years of experience in call centre operations and at least 5...
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Quality Assurance Manager
1 week ago
Hong Kong Island, Hong Kong SAR China Hang Seng Bank Full timeIn compliance with applicable laws, HSBC is committed to employing only those who are authorized to work in the US. HSBC may engage in immigration sponsorship for this position if needed. Some careers have more impact than others. If you’re looking for a career where you can make a real impression, join Hang Seng and discover how valued you’ll be....
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Quality Assurance Manager
5 days ago
Hong Kong Island, Hong Kong SAR China Hang Seng Bank Full timeIn compliance with applicable laws, HSBC is committed to employing only those who are authorized to work in the US. HSBC may engage in immigration sponsorship for this position if needed. Some careers have more impact than others. If you’re looking for a career where you can make a real impression, join Hang Seng and discover how valued you’ll be....
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Senior Contact Centre Specialist
2 weeks ago
Hong Kong Island, Hong Kong SAR China 300005 Chief Executive's Office_00002555 Full timeA financial services company in Hong Kong is looking for a Senior Officer/Officer for their Contact Centre in Consumer Banking. This role involves responding to customer inquiries and ensuring a positive experience through effective communication and teamwork. Candidates should have a post-secondary education, preferably in any discipline, with experience in...
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Assistant Manager
5 days ago
Hong Kong Island, Hong Kong SAR China HSBC Full timeAssistant Manager - Contact Centre and Remote Channel Join to apply for the Assistant Manager - Contact Centre and Remote Channel role at HSBC Wealth and Personal Banking (WPB) helps deliver on HSBC's purpose of opening up a world of opportunity by providing our customers with borderless banking and world-class wealth management through best‑in‑class,...
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Hong Kong Island, Hong Kong SAR China OCBC Full timeA leading financial services provider in Hong Kong is seeking an Assistant Manager for their Contact Centre. Responsibilities include data management, creating dashboards, and resolving customer inquiries. The ideal candidate possesses at least 2 years of experience in the banking sector, strong analytical skills, and proficiency in data analytics...
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Premier Personal Banker
4 days ago
Hong Kong Island, Hong Kong SAR China HSBC Full timeA leading bank in Hong Kong is seeking a Personal Banking Executive to join their Contact Centre and Remote Channel team. This role involves providing quality services to top-tier customers and resolving their queries efficiently. Fluency in Cantonese, English, and Mandarin is required, and comprehensive training will be provided to fresh graduates and those...
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Assistant Manager, Remote Channel
5 days ago
Hong Kong Island, Hong Kong SAR China HSBC Full timeA leading banking institution in Hong Kong is seeking an Assistant Manager for their Contact Centre and Remote Channel. The role involves handling inbound queries from Premier Customers, providing quality customer service, and mentoring team members. Candidates should have over 3 years of relevant experience in banking, and strong English and Chinese skills...
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Assistant Manager
2 days ago
Hong Kong Island, Hong Kong SAR China HSBC Full timeAssistant Manager - Contact Centre and Remote Channel Join to apply for the Assistant Manager - Contact Centre and Remote Channel role at HSBC Some careers have more impact than others. If you're looking for a role where you can continue to make an impression, take the next step at HSBC where your contributions will always be valued. Wealth and Personal...
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Assistant Manager
4 days ago
Hong Kong Island, Hong Kong SAR China OCBC Full timeAssistant Manager (Contact Centre, Data & Project) OCBC Who We Are As Singapore’s longest established bank, we have been dedicated to enabling individuals and businesses to achieve their aspirations since 1932. By truly understanding people, we provide support, services, solutions and career paths that meet their individual needs and desires. Today,...
