Global Business Services Coordinator

2 days ago


Hong Kong, Central and Western District, Hong Kong SAR China Cathay Pacific Airways Limited Full time
Job Requirements
We are looking for a highly skilled Global Business Services Coordinator to join our team. The successful candidate will be responsible for providing high-quality customer contact services efficiently and cost-effectively across our Hire To Retire function. This role involves supporting teams in various locations and focusing on delivering first-class customer service, standardizing and simplifying policies and procedures, reviewing tools for documentation and information management, proposing and implementing improvement initiatives such as lean processes, robotics, and data management, and enhancing GBS visibility through internal communication channels.

Key Responsibilities
  • Provide first-line support through emails and My Cases. Complete customer contact tasks to a high standard and within service level agreements (SLAs), ensuring compliance with relevant corporate/local policies and industry best practices.
  • Provide regular operational feedback and suggestions to the Assistant Manager, Operational Support Services, and respective team lead, and anticipate and escalate risk matters promptly.
  • Escalate requests to relevant teams in a responsive, timely, and efficient manner.
  • Ensure information is communicated clearly and appropriately.
  • Apply Lean processes to ensure that GBS meets or exceeds customer requirements.
  • Maintain confidentiality and observe data protection and associated guidelines where appropriate.

Requirements
  • Tertiary education in business, HR, or tourism discipline.
  • 3+ years of experience in general administration within a Business Services / Shared Services environment.
  • Ability to multi-task between daily operations and project initiatives in a fast-paced environment.
  • Strong influencing and interpersonal skills to collaborate with Business Units and work with a diverse group of people to meet goals and objectives.
  • Strong verbal and written communication skills in English and Chinese.
  • Customer-centric attitude, focusing on resolving issues and performing with a customer-focused mindset.
  • Open-minded in adopting technologies.
  • Capability to work independently with a strong sense of responsibility.


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