Senior Contact Centre Manager (eMPF)

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

We are seeking a seasoned operational leader to oversee the Complaint Investigation Team and the Customer Care Team. The primary objective is to ensure the highest standards of service delivery with managing complaint case investigations within the contact centre journey. The role requires a strategic thinker with a robust background in the pension industry who can balance operational efficiency with a strong customer experience mindset.

Your role:

• Lead, mentor, and develop two specialized teams: the Complaint Investigation Team and the Customer Care Team (Tier 2 Enquiry).
• Oversee the end-to-end process for investigating complex complaint cases originating from the contact centre journey (e.g., issues regarding user interface, service delivery, transaction errors)
• Ensure the delivery of effective and accurate findings for all complaint cases. Validate that root cause analysis is thorough and that resolutions are fair, compliant, and timely.
• Identify systemic issues from complaint trends and collaborate with the eMPF development and operations teams to recommend process or system enhancements.
• Proactively manage "potential complaint" cases, intervening early to prevent formal disputes.
• Champion a strong customer experience mindset throughout the resolution process. Map out the "pain points" in the customer journey that lead to complaints.

3. Governance & Performance KPIs:

• Represent the Contact Centre in governance meetings regarding service level performance
• Set performance KPIs related to resolution times, quality of investigation findings, and customer satisfaction scores.

4. Enquiry Standardization:

• Develop standardized response protocols for complex enquiries regarding MPF regulations, scheme benefits, and eMPF platform functionalities.

5. Stakeholder & QA Management:

• Work closely with the Quality Assurance team to ensure that all communications from the teams are clear, compliant, and empathetic.
• Liaise with internal stakeholders (e.g., MPF Operations, Legal, Compliance) and potentially external trustees to resolve cross-functional issues.
• Foster a culture of accountability, empathy, and continuous improvement within the teams.

To succeed in this role:

• University Graduate in Business Administration, Finance, Social Sciences, or a related discipline.
• Minimum 10 years of work experience in the financial services industry, with a significant portion dedicated to the Pension / MPF / Retirement Funds sector.
• Proven experience in a managerial role within a contact centre, customer service, or complaints resolution environment.
• Deep understanding of MPF schemes, trust administration, and the regulatory landscape in Hong Kong (MPFA guidelines).
• Exceptional analytical skills with the ability to dissect complex, multi-layered operational issues to find the root cause and propose pragmatic solution.
• Proven ability to lead diverse teams, manage high workloads, and drive performance in a high-pressure project environment.
• Excellent written and verbal communication skills in English, Cantonese, and Mandarin.
• Knowledge of contact centre technologies (CRM systems, omni-channel platforms).