Card Centre Operations Manager – Payments & Channels

Octopus Holdings Limited; Hong Kong; On-site; HKD 900,000 - 1,500,000; Full time

Job summary

Octopus Holdings Limited seeks an experienced operations leader to drive the strategic direction of Octopus Card and self-served channel operations in Hong Kong. You will lead cross-functional teams, coordinate with government and partners, and ensure delivery excellence across card production, service delivery, and channel management.

The role requires extensive experience in payments, strong risk and compliance knowledge, and fluent English and Chinese communication.

Qualifications

• Bachelor’s degree in business-related disciplines required.
• At least 8 years’ work experience in payment industry or quality/process improvement.
• Experience in financial institution or large corporate environment.
• Strong background in credit/debit card operations or payment technologies.
• Good knowledge of risk and compliance, HKMA guidelines preferred.
• Strong interpersonal, presentation, negotiation and project management skills.
• Independent, proactive and result-oriented attitude.
• Adaptive in fast-moving, dynamic environments.
• Proficient in English and Chinese, written and spoken.

Responsibilities

• Execute strategic direction for Octopus Card operations and self-served channel operations, applying SME level card product expertise.
• Participate in projects and initiatives related to card products, service delivery, and self-served channels, ensuring timely execution and stakeholder coordination.
• Manage and negotiate with internal and external stakeholders, including Government, transport providers, partners and internal teams, to optimize service quality, timelines, costs and compliance.
• Prepare management reporting materials, MIS reports and updates on projects, business cases and roadmaps for senior management.
• Lead teams to ensure service delivery meets quality standards, KPIs, and service commitments; drive improvement initiatives for growth.
• Oversee daily operations related to card production, service delivery and channel management; address issues promptly.
• Develop and nurture teams, manage performance, provide training, and foster customer-centric culture.
• Facilitate positive customer experiences and improve operational efficiency while challenging existing practices for improvements.
• Collaborate with technical, business, and external partners to refine systems, workflows, and channel capabilities; prepare requirements, test strategies, and UAT plans.
• Develop operating procedures and controls aligned with standards, regulatory requirements, and best practices.

Skills

Interpersonal skills

Presentation skills

Negotiation skills

Project management

Bilingual English & Chinese

Education

Bachelor’s degree in Business Administration

Bachelor’s degree in Operations Management

Bachelor’s degree in Finance

Bachelor’s degree in Information Systems

Job description

Octopus Holdings Limited seeks an experienced operations leader to drive the strategic direction of Octopus Card and self-served channel operations in Hong Kong. You will lead cross-functional teams, coordinate with government and partners, and ensure delivery excellence across card production, service delivery, and channel management.

The role requires extensive experience in payments, strong risk and compliance knowledge, and fluent English and Chinese communication.