Centre Manager, Service Centre (1-year contract)

IPS Group (Asia) Limited; Hong Kong Island; On-site; HKD 900,000 - 1,100,000; Full time

Job summary

IPS Group (Asia) Limited in Hong Kong is seeking a Centre Manager to lead the Service Centre, ensuring timely, accurate responses to enquiries and high-quality after-sales service that supports customer retention and business performance.

You will drive operational excellence, manage a team, monitor KPIs, maintain compliance, and continuously improve processes, training staff, and implementing knowledge base enhancements.

Qualifications

• 10+ years in customer service operations or service delivery leadership.

Responsibilities

• Lead daily service centre operations and ensure SLA adherence.
• Oversee escalation, complaints, and root-cause analysis.
• Coach and develop team members; conduct performance reviews.
• Monitor KPIs and produce regular senior management reports.
• Drive process improvements and knowledge base enhancements.
• Ensure data privacy and compliance.

Skills

Leadership

KPI management

Customer service

Operations management

CRM software

Communication

Tools

CRM software

Workforce management

Job description

The Centre Manager is responsible for the day-to-day leadership and performance of the Service Centre. The role ensures customers receive timely, accurate, and high-quality responses to enquiries, while also overseeing after-sales service delivery to support customer retention and business performance. The Centre Manager drives operational excellence, team performance, compliance, customer experience, and continuous improvement.

Job Responsibilities:

1) Customer Enquiry Management

Lead the Service Centre team to handle inbound customer enquiries through assigned channels.

Ensure enquiries are resolved in line with agreed service levels (SLA), with accurate information and effective follow-up actions.

Maintain high standards for customer communication, empathy, clarity, and professionalism.

Oversee after-sales processes, including post-purchase servicing activities such as:

policy/service administration support (where applicable)

status updates and documentation handling

changes/amendments processing support (where permitted)

coordination and escalation of complex cases

Ensure timely updates to customers and internal stakeholders on service progress and next steps.

3) Escalations, Complaints & Resolution

Manage escalations and complex customer cases to ensure ownership, accountability, and closure.

Oversee complaint logging, tracking, investigation coordination (with relevant teams), and timely resolution.

Identify root causes and drive corrective actions to prevent repeat issues.

Manage, coach, and develop team members and supervisors.

Set performance targets, conduct 1:1s, coaching, and performance reviews.

Ensure appropriate staffing levels, scheduling, and coverage for peak times and SLA requirements.

Promote a service culture focused on quality, compliance, and continuous improvement.

5) Quality, Compliance & Risk Control

Ensure the team follows company processes, scripts/standards (if applicable), and compliance requirements.

Maintain adherence to data privacy, documentation accuracy, and customer communication standards.

Support training plans and ensure staff are competent in products/services and systems used.

Monitor KPIs and operational dashboards (e.g., SLA performance, resolution rate, quality scores, AHT/throughput).

Produce regular performance reporting to senior management.

Drive process improvements, knowledge base enhancements, and automation/workflow optimisation opportunities.

Ensure continuous refinement of escalation rules, documentation standards, and customer journey improvements.

Job Qualifications & Experience:

10+ years of experience in customer service operations, contact centre management, or service delivery leadership.

Proven experience managing a team in a service centre environment (e.g., 1-5+ staff, or equivalent).

Strong understanding of customer enquiry and after-sales service operations and escalation handling.

Demonstrated ability to manage KPIs, performance improvement, and staffing coverage.

Excellent communication skills and ability to handle sensitive customer situations.

Proficiency with CRM/ticketing and workforce management systems (experience with specific tools preferred).

Preferred Qualifications:

Experience in regulated industries (e.g., insurance, financial services, utilities, telecoms, healthcare).

Familiarity with complaint handling frameworks and audit/quality processes.

Experience implementing process improvements (knowledge management, automation, QA frameworks).

Sheung Wan, Central and Western District, HK