Manager, Card Centre

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

Job Responsibilities:

• Execute strategic direction for Octopus Card operations and self-served channel operations, including providing insights for improvements serving as the subject matter expert on card products and services.
• Participate in projects and new initiatives relating to Octopus card products, service delivery and self-served channels, ensuring timely execution and effective stakeholder coordination;
• Manage and negotiate with internal and external stakeholders, including but not limited to the Government, major transport service providers, external partners, and internal business and support teams, to achieve optimal outcomes in service quality, timelines, costs and compliance;
• Prepare management reporting materials, MIS reports and updates on projects, business cases and strategic roadmaps for senior management;
• Lead teams to ensure service delivery aligns with established quality standards, service commitments and KPIs. Encourage teams to propose improvement initiatives to achieve growth in all areas;
• Oversee daily operations relating to card production, service delivery and channel management, and ensure issues are addressed in a timely and effective manner;
• Lead and develop teams, managing performance, motivating staff, arranging necessary training, and fostering a customer-centric and growth culture;
• Facilitate positive customer experiences and improve operational efficiency, while challenging existing practices and identifying improvement opportunities;
• Collaborate with technical teams, business teams and external partners to refine systems, workflows and channel capabilities for greater efficiency and customer satisfaction. Prepare comprehensive user requirements, test strategies, and UAT plans for new and enhanced systems and operational initiatives;
• Develop and maintain operating procedures and controls in line with the Company’s standards, regulatory requirements and industry best practices;
• Ensure compliance with the Company’s policies and relevant regulatory requirements, including but not limited to those issued by the HKMA;
• Address audit findings and implement committed management actions in a timely manner;
• Prepare and manage the budget for the team and monitor expenditure against approved plans; and
• Undertake any other ad hoc assignments as directed by his/ her manager.

Job Requirements:

• Bachelor’s degree in Business Administration, Operations Management, Finance, Information Systems, or other related disciplines.
• At least 8 years’ work experience in payment industry or quality /process improvement
• Experience in financial institution or large corporate
• Strong background in credit/ debit card operations, and/ or payment business/ technologies
• Good knowledge of risk and compliance, in particular guidelines from the HKMA
• Strong interpersonal, presentation, negotiation and project management skills
• Independent, proactive and result-oriented
• Versatile, highly adaptive in fast-moving and dynamic working environment
• Good written and spoken English and Chinese

We offer successful candidate an attractive remuneration package and excellent career prospects.

Visit our web site:http://www.octopus.com.hk/

Octopus is an equal opportunity employer and all employment decisions and Human Resources policies are administered; especially those relating to recruitment & selection, compensation & benefits, promotion & transfer, training & development and termination & redundancy; without discrimination on the basis of age, race, colour, religion, sex, national origin, marital status, pregnancy, physical and mental disability and family status but on genuine occupational qualification, job performance, employees’ ability and internal/ external relativities.

## More Job Information

Job Function

• 銀行 · 金融服務 - 一般 · 其他

Location

• 荃灣

Employment Term

• 全職

Employment Term

• 長期

Education

• 學士