eMPF Contact Centre Head
2 days 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. 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. Skills & Attributes: 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. Location: Hong Kong, HK Business Unit: Commercial Group Full Time/ Part Time: Full Time Job Function: Customer Service Featured Job Category: Customer Services #J-18808-Ljbffr
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Head of Contact Centre — Strategy, Ops
2 days ago
Hong Kong Island, Hong Kong SAR China HTK Full timeA prominent financial services firm in Hong Kong is seeking a seasoned eMPF Contact Centre Head to oversee and enhance call centre operations. The ideal candidate will possess a Bachelor's degree and over 10 years of experience in call centre environments, including at least 5 years in leadership roles. You will be responsible for leading a high-performing...
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eMPF Centre Executive
2 days ago
Hong Kong Island, Hong Kong SAR China HTK Full timeResponsibilities Provide counter services to walk‑in and pre‑booked customers at the service centre Handle and resolve MPF / eMPF enquiries and complaints effectively Assist customers in registering and managing their eMPF accounts using tablets or self‑service kiosks Deliver customer services in accordance with company policies and regulatory...
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eMPF Customer Care Executive
2 days ago
Hong Kong Island, Hong Kong SAR China HTK Full timeeMPF Customer Care Executive Job Duties: Handle inbound and outbound call activities in Contact Centre on MPF issue / eMPF related enquiries Plan and suggest the strategy to deal with complicated and complaint cases Execute the solution with call agents or may require calling the complainants Assist to manage a call centre sub-team, especially to monitor the...
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eMPF Service Centre Executives
2 days ago
Hong Kong Island, Hong Kong SAR China HTK Full timeJob Duties Provide counter service to walk‑in and pre‑booked customers Educate clients to adopt eMPF digital tools Support the MPF administration process for visitors Perform services according to company rules and relevant regulatory requirements Education / Qualification Form 5 graduate Skills / Knowledge Good communication and presentation skills and...
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Head of Frontline Ops
2 days ago
hong kong, Hong Kong SAR China Hang Seng Bank Ltd Full timeA leading banking institution in Hong Kong is seeking a Head of Frontline Operations Support to drive revenue initiatives and enhance customer experiences in their contact centre. The ideal candidate has a university degree in Business Administration and proven banking experience, particularly in project management. This role requires strong leadership,...
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Specialist, Visitor Services
1 week ago
hong kong, Hong Kong SAR China Hong Kong Tourism Board Full timeSpecialist, Visitor Services (Contact Centre) Join to apply for the Specialist, Visitor Services (Contact Centre) role at Hong Kong Tourism Board . As a key member of our Visitor Services team, you will act as the primary communicator across multiple channels—including live chat, social media, hotline, and email—to answer visitor enquiries and enrich...
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Specialist, Visitor Services
4 days ago
Hong Kong Island, Hong Kong SAR China Hong Kong Tourism Board Full timeSpecialist, Visitor Services (Contact Centre) At the Hong Kong Tourism Board, we are passionate about showcasing our city as a must-visit destination. Renowned for its iconic skyline, culinary wonders, and rich cultural tapestry where East meets West, Hong Kong is a bustling metropolis offering extraordinary experiences to a diverse array of travelers. We...
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Specialist, Visitor Services
4 days ago
Hong Kong Island, Hong Kong SAR China Hong Kong Tourism Board Full timeSpecialist, Visitor Services (Contact Centre) Location: Hong Kong WHO ARE WE? At the Hong Kong Tourism Board, we are passionate about showcasing our city as a must-visit destination. Renowned for its iconic skyline, culinary wonders, and rich cultural tapestry where East meets West, Hong Kong is a bustling metropolis that offers extraordinary experiences to...
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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 4 days ago Be among the first 25 applicants Some careers have more impact than others. Wealth and Personal Banking (WPB) helps deliver on HSBC's purpose of opening up a world of opportunity by providing our customers...
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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...
