Senior Contact Centre Lead, Complaints & Customer Care

HKT; Hong Kong; On-site; HKD 900,000 - 1,300,000; Full time

Job summary

HKT is seeking a seasoned operations leader to oversee the Complaint Investigation Team and the Customer Care Team. The role focuses on managing complaint case investigations within the contact centre journey while balancing operational efficiency with exceptional customer experience in the pension sector.

The ideal candidate has 10+ years in financial services, deep MPF/regulatory knowledge, and proven leadership in a contact centre. fluency in English, Cantonese, and Mandarin is essential.

Qualifications

• University degree in Business Administration, Finance, Social Sciences or related discipline.
• 10+ years in financial services, pension/MPF sector experience preferred.
• Proven managerial experience in contact centre, customer service or complaints resolution.
• Strong knowledge of MPF schemes and HK regulatory landscape (MPFA guidelines).
• Excellent written and verbal communication in English, Cantonese and Mandarin.

Responsibilities

• Lead, mentor, and develop two teams: Complaint Investigation and Customer Care (Tier 2).
• Oversee end-to-end investigations of complex complaints from the contact centre.
• Ensure accurate findings, robust root cause analysis, fair and timely resolutions.
• Identify systemic issues from trends and partner with operations to improve processes.
• Proactively manage potential complaint cases to prevent disputes.
• Champion customer experience throughout the resolution process and map pain points.
• Represent the contact centre in governance meetings and set KPIs for performance.
• Develop standardized responses for complex MPF enquiries and platform features.
• Collaborate with QA, Legal, Compliance and external trustees to resolve cross-functional issues.

Skills

Leadership

Stakeholder management

Analytical thinking

Customer experience mindset

Cross-functional collaboration

CRM systems

Root cause analysis

Communication in English

Multilingual communication (Cantonese,

Education

University degree in Business Administration, Finance, Social Sciences or related discipline

Tools

CRM systems

Omni-channel platforms

eMPF platform functionalities

Job description

HKT is seeking a seasoned operations leader to oversee the Complaint Investigation Team and the Customer Care Team. The role focuses on managing complaint case investigations within the contact centre journey while balancing operational efficiency with exceptional customer experience in the pension sector.

The ideal candidate has 10+ years in financial services, deep MPF/regulatory knowledge, and proven leadership in a contact centre. fluency in English, Cantonese, and Mandarin is essential.