AVP, Southern China Operations

The AVP, Southern China Operations is responsible for the full operational and service performance of HKT Teleservices’ contact centre in Guangzhou.

Reporting directly to the Head of HKT Teleservices, this leader oversees multi-client, multi-channel operations, driving service quality, operational efficiency, and profitability while maintaining client trust and engagement.

The role also plays a key part in implementing digital transformation, AI, and automation initiatives across operations, ensuring the Southern China centre remains a cornerstone of HKT’s innovation-led BPO delivery network.

Key Responsibilities

1. Operations Leadership & Service Excellence

• Oversee daily end-to-end contact centre operations across multiple clients and service lines, including inbound, outbound, and digital channels.
• Ensure achievement of all operational KPIs including quality, productivity, SLA, CSAT, and cost efficiency.
• Implement best-in-class operational frameworks (e.g., COPC, ISO, Lean Six Sigma) to drive standardization and continuous improvement.
• Identify and manage process gaps and implement operational transformation projects that boost performance and customer satisfaction.
• Ensure robust business continuity planning (BCP), disaster recovery preparedness, and operational compliance.

2. Client & Stakeholder Management

• Act as the key operational lead for assigned client accounts across Southern China.
• Partner closely with clients to ensure service excellence, performance transparency, and contractual compliance.
• Lead monthly and quarterly business reviews, presenting performance insights, forecasting, and improvement initiatives.
• Collaborate with the Commercial and Solution Development teams to support client onboarding, service expansion, and solution transition projects.
• Strengthen long-term client relationships through service innovation and operational reliability.

3. People Leadership & Workforce Excellence

• Lead a large and diverse workforce of operations managers, team leaders, and front-line staff across service units.
• Create a culture of excellence focused on customer experience, team performance, and employee well-being.
• Partner with HR to develop recruitment, training, retention, and leadership development programs for operations staff.
• Oversee workforce management (WFM), scheduling, and real-time operations to ensure optimal resource utilization.
• Provide mentorship and career development opportunities to emerging leaders and high-potential talent.

4. Operational Transformation & Innovation

• Drive digital enablement within operations by adopting AI, automation, analytics, and self-service technologies.
• Work with the Solution Development & Innovation team to pilot and implement new technologies, processes, and tools.
• Promote a data-driven culture by leveraging analytics and performance dashboards to inform decisions and improve efficiency.
• Champion continuous improvement, using insights from metrics, client feedback, and agent experience to enhance workflows.
• Promote operational innovations that align with HKT’s overall CX transformation roadmap.

5. Financial & Performance Management

• Manage the operational P&L for the Guangzhou operations, ensuring cost efficiency, productivity, and profitability targets are met.
• Support commercial teams in pricing, forecasting, and budget planning for existing and new client programs.
• Analyze financial data to identify trends, cost drivers, and performance improvement opportunities.
• Ensure financial integrity through disciplined cost control and data-driven operational decisions.

6. Governance, Compliance & Quality Control

• Ensure compliance with HKT Group policies, local regulations, client contractual terms, and data protection standards.
• Maintain internal audit readiness, and lead reviews to ensure zero compliance deviations.
• Oversee Quality Assurance (QA) frameworks that monitor and enhance service accuracy and customer satisfaction.
• Implement effective risk management procedures to mitigate potential business or reputational risks.

7. Stakeholder Collaboration & Regional Alignment

• Work closely with the Head of HKT Teleservices to align Guangzhou's operational objectives with the Hong Kong and regional operations strategy.
• Collaborate with cross-functional teams in IT, HR, Finance, and Solution Development to ensure seamless service delivery.
• Share best practices and operational insights across regional hubs to foster continuous improvement and synergy.
• Represent HKT Teleservices in internal strategy meetings, client visits, and industry forums for the Southern China region.

Qualifications & Requirements

• Bachelor’s degree in Business Administration, Operations Management, or related discipline; Master’s preferred.
• Minimum 10 years of experience in BPO or contact centre operations management, including 5 years in a senior leadership or multi-site management capacity.
• Proven success in managing multi-client service delivery environments for major enterprise customers.
• Experience with the operation and management of large-scale contact centre teams (500+ headcount preferred).
• Experience working in Southern China or regional operations environment advantageous.

• In-depth understanding of contact centre platforms and technologies (e.g., Genesys, NICE, Avaya, Amazon Connect, etc.).
• Familiarity with AI, RPA, analytics, WFM systems, and CRM platforms.
• Hands-on experience in P&L management, budgeting, and operational cost control.
• Strong analytical ability to interpret performance data and design actionable improvement plans.
• Demonstrated track record of optimizing service delivery, driving transformation, and leading change in BPO/CXM operations.

• Excellent leadership, communication, and interpersonal skills with the ability to influence at all levels.
• Ability to lead diverse teams across geographies and functions.
• Resilient, strategic, and adaptable in a fast-paced service environment.
• Strong client management, negotiation, and crisis-handling capabilities.
• Trilingual proficiency in Cantonese, Mandarin and English.