Manager, Contact Centre Operations

We are seeking a seasoned professional to act as the second-in-command to the Contact Centre Lead. Assist in overseeing the daily operations of all contact centre sub-units, ensuring the seamless delivery of services. The role will require the of leverage deep pension expertise to not only meet Service Level Agreements (SLAs) and efficiency targets but also to provide strategic advisory to the management team, identifying and implementing innovative solutions to elevate overall contact centre performance.

Responsibilities

• Assist the Contact Centre Lead in directing the activities of all contact centre sub-units to ensure operational cohesion.
• Monitor real-time and historical performance against key SLAs (e.g., average speed of answer, abandonment rate, first-call resolution, service quality scores).
• Foster a culture of accountability, empathy, and continuous improvement within the teams.
• Implement corrective action plans and process adjustments to address performance gaps and ensure targets are consistently met or exceeded.
• Leverage extensive pension knowledge to analyze complex member and employer enquiries, identifying root causes of recurring issues.
• Advise the management team on feasible, high-impact solutions to enhance contact centre performance, such as refining knowledge management systems, updating response scripts for regulatory changes, or proposing system enhancements to the eMPF development team.
• Champion a culture of continuous improvement by identifying bottlenecks in the customer journey and proposing workflow efficiencies.
• Collaborate to optimize staff scheduling and resource allocation based on demand forecasting.
• Drive initiatives to improve operational efficiency, such as streamlining processes, enhancing self-service options, and reducing average handling times without compromising quality.
• Ensure all operations adhere to compliance standards and internal control requirements specific to the MPF industry.
• Embed a strong customer experience mindset across all sub-units, ensuring every interaction is handled with empathy, accuracy, and professionalism.
• Act as a key liaison between the contact centre and other internal departments to resolve cross-functional issues and communicate operational insights.
• Represent the Contact Centre in governance meetings regarding service level performance

Requirements

• University Graduate in Business Administration, Finance, Social Sciences, or a related discipline. Experience
• Minimum 10 years of work experience in the financial services industry, with a significant portion dedicated to the Pension / MPF / Retirement Funds sector.
• Extensive experience in a senior management or leadership role within a high-volume contact centre environment.
• Proven track record of successfully managing operations against strict SLAs and driving measurable improvements in efficiency and customer satisfaction.
• Deep, hands-on knowledge of MPF schemes, trust administration, operational workflows, and the MPFA regulatory framework in Hong Kong.
• Strong analytical skills with the ability to translate operational data and pension knowledge into actionable, feasible solutions for management.
• Proven ability to lead, motivate, and manage diverse teams across multiple sub-units in a dynamic, project-driven environment.
• A relentless focus on the end-user, with a deep understanding of how operational decisions impact customer perception and satisfaction.
• Exceptional interpersonal and communication skills in English, Cantonese, and Mandarin. Ability to articulate complex operational challenges and strategic recommendations clearly to senior management.