Customer Care Operations Manager

Cathay Pacific; Hong Kong; On-site; HKD 1,200,000 - 2,000,000; Full time

Job summary

Cathay Pacific is seeking a senior leader to run Customer Contact operations in Hong Kong, overseeing 100–150 FTE and driving strategic execution across frontline, middle office and high-value member servicing. You will shape customer experience, staffing, and performance metrics while partnering with Cathay academy for leadership development.

The role requires strong change leadership, analytical acumen, and international travel.

Qualifications

• 10–12 years of leadership experience in Contact Centre or Service Delivery.
• Strong Lean Six Sigma, risk and vendor management capabilities.
• Excellent communication and interpersonal skills.
• Good strategic agility and influencing skills.
• Rigorous analytical and problem-solving abilities.
• Driver of change with a collaborative approach.
• Self-motivated and confident leader.
• Proficient in written and spoken English and Chinese (Cantonese & Mandarin).
• International travel to Customer Care sites will be required.

Responsibilities

• Lead Customer Contact operations with an average team size of 100–150 FTE.
• Implement and monitor the global strategy for customer contact with an external outlook.
• Direct accountability for ~125–150 employees and engage frontline teams.
• Monitor staffing levels; optimize productivity, costs, and performance.
• Drive revenue through Customer Contact as a key sales channel.
• Manage overall risk; mitigate operational, resilience and fraud risks.
• Oversee learning and development with Cathay academy; coaching and rhythm of operations.
• Participate in transformation initiatives and ensure change readiness.

Skills

Leadership

Lean Six Sigma

Risk management

Vendor management

Communication

Strategic agility

Analytical thinking

Change management

People management

Bilingual English/Chinese

Education

Tertiary education

Job description

Role Introduction

Reports to: CEC Manager - Hong Kong

Cathay Customer Contact Centers are poised for a significant transformation as we accelerate our agenda to become “one of the world’s greatest service brand”, with significant investment being made on technology, innovation, people and organisational development.

You will be responsible for leading Customer Contact operations with an average team size of 100-150 full time employees. The role holder is expected to be a well-recognised leader in the Contact Center industry with the exposure of having managed progressively complex and senior roles in the Contact Centre channel.

Key Responsibilities

• Strategic/ Thought Leadership: Implement the global strategy for customer contact while maintaining an external outlook to help Cathay stay ahead of its competitors
• People Management: Direct accountability for circa 125-150 direct employees. Execute the Customer Contact and Cathay people strategy. Communicate effectively with the frontline teams and ensure high levels of people’s engagement
• Customer Excellence: Build Hong Kong Customer care hub as an organization that can deliver class leading customer experience measured by Net Promoter Score and number of other leading and lagging performance indicators. Develop and implement customer experience strategy designed globally with the immediate area of remit( Front office, Middle office, High Value Member servicing etc.)
• Operational Excellence: Monitor and optimize staffing levels to ensure operational. Execute plans to improve productivity, optimize costs, and enhance performance levels within the Hub
• Sales and Performance: Customer Contact is a key sales channel; the job holder is expected to strategize and drive revenue performance in line with agreed annual operating plan
• Risk Management: Manage the overall risk profile to acceptable risk appetite with the Hub operations. Develop plans to mitigate operational, resilience and Fraud risks within the channel
• Learning and Development: Execute the functional, technical and leadership development & learning roadmap working closely with Cathay academy for the Hub. Ensure highest level of focus on people development by driving world class coaching practices and “operating rhythm”
• Transformation & Change: Participate in change/ transformation initiatives within Customer care and the broader organization as required. Ensure change readiness for all key changes and transformation

Requirements

• Tertiary educated with minimum 10-12 years of Contact Centre or Service Delivery experience in a leadership role
• Well-rounded skillset with demonstrable experience in Lean Six Sigma, Risk and Vendor Management
• Excellent communication and interpersonal skills with strong people management skills
• Good strategic agility and strong influencing skills
• Rigorous analytical and problem solving skills
• Driver of change and collaborative in approach
• Self-motivated and confident leader
• Good communication and interpersonal skills with excellent command of written and spoken English and Chinese (Cantonese and Mandarin)
• International travel to Customer Care Department sites will be required

Personal & Application Information

Cathay Pacific is an Equal Opportunities Employer. Personal data provided by job applicants will be used strictly in accordance with our Applicant Personal Information Collection Statement and for recruitment purposes only. Candidates not notified within eight weeks may consider their application unsuccessful. We keep records of your data for no longer than is necessary for the purpose for which we obtained them and any other permitted linked purposes. If your application is unsuccessful, we will keep your details on file for as long as is necessary to process your application or for the purposes of further job opportunities if you agree to such longer periods.