Manager (Complaints and Enforcement) (Ref. No.: PMSA-MCE-32/26)

Property Management Services Authority; Hong Kong; On-site; HKD 900,000 - 1,300,000; Full time

Job summary

Property Management Services Authority (PMSA) is seeking a Manager (Complaints and Enforcement) to oversee the division handling complaints about PMSA licensees and to lead investigations under the PMSO. The role requires strong leadership, analytical and reporting skills, with responsibilities spanning testimony, court preparation, and coordination with enforcing authorities.

The appointee will supervise officers, engage with stakeholders, and manage multiple cases under pressure, ensuring

Qualifications

• Bachelor's degree or equivalent required.
• At least 8 years' experience in complaints handling, enforcement, investigation, or related fields.
• Ability to interpret and apply relevant legislation and safeguards.
• Regulatory authority or public administration experience desirable.
• Knowledge of PMSO and related ordinances is an advantage.
• Mediation training is an asset.
• Strong analytical, investigative and report-writing abilities.

Responsibilities

• Oversee PMSA Complaints and Enforcement Division activities.
• Handle complaints/enquiries concerning PMSA licensees.
• Investigate suspected offences under PMSO (Cap 626).
• Gather evidence, interview witnesses, request documents.
• Prepare investigation reports and case materials for proceedings.
• Assist in preparing materials for disciplinary and court proceedings; attend hearings as needed.
• Plan and supervise enforcement inspections of property management services.
• Liaise with other agencies and refer matters as appropriate.
• Represent PMSA at workshops, seminars, and public education events.
• Supervise junior officers and perform ad-hoc duties.

Skills

Analytical skills

Investigative skills

Case management

Report writing

Leadership

Interpersonal skills

Communication skills

Education

University degree

Job description

Manager (Complaints and Enforcement) (Ref. No.: PMSA-MCE-32/26)

Reporting to the Senior Manager (Complaints and Enforcement), the appointee will be required to:

• Assist in overseeing the PMSA Complaints and Enforcement Division, including the handling of complaints and enquiries concerning PMSA licensees;
• Assess and handle complaints and investigate suspected disciplinary offences and other offences under the Property Management Services Ordinance (Cap 626) ("PMSO"), where applicable;
• Conduct investigations and gather evidence, including conducting interviews and requesting information or documents, in accordance with the PMSO and other applicable laws and established procedures;
• Analyse evidence, assess complaints and prepare investigation reports and case materials for disciplinary or criminal proceedings, where appropriate;
• Assist in preparing materials for disciplinary and court proceedings, and attend hearings or court proceedings as required, including giving evidence where appropriate;
• Plan and supervise enforcement inspections concerning property management services;
• Liaise with other law enforcement agencies, government departments and other relevant organisations, and refer matters to appropriate authority where necessary;
• Represent the PMSA and deliver presentations or speak at workshops, seminars and public education activities concerning property management;
• Supervise junior officers in the discharge of their duties; and
• Perform other duties and ad-hoc assignments as directed.

Requirements

• A recognised university degree or equivalent qualification;
• At least 8 years’ relevant experience in complaints handling, regulatory enforcement, investigation, compliance, law enforcement, public administration or a related field, preferably including at least 3 years’ supervisory experience;
• Ability to interpret and apply relevant legislation, regulatory requirements and procedural safeguards;
• Experience in regulatory authorities, law enforcement agencies, statutory bodies, government departments, or public administration is desirable;
• Knowledge of the PMSO, the Building Management Ordinance (Cap 344), the regulatory framework for property management services will be an advantage;
• Mediation training and experience will be an advantage;
• Strong analytical, investigative, case management and report-writing skills, with the ability to evaluate evidence and exercise sound judgment;
• Good leadership, interpersonal, communication, and problem-solving skills;
• An active team player with a strong sense of integrity, impartiality, and responsibility;
• Ability to work independently and collaboratively under pressure and to manage multiple cases and deadlines; and
• Good written and oral communication skills in both Chinese and English.

A three-year employment contract will be offered. Remuneration will be commensurate with qualifications and experience.