about the team.
You will lead a dynamic, collaborative, and fast-paced frontline operations team dedicated to delivering top-tier service. The team thrives on clear communication, mutual support, and a shared goal of operational efficiency. Backed by senior operations management, this group values proactive problem-solving and fosters an inclusive environment focused on continuous professional development.
about the job.
- Oversee daily operations of the assigned service centre, including facilities such as kiosks, drop-in boxes, counters, and related tools.
- Manage centre manpower planning, roster arrangement, and workflow execution to ensure smooth operations.
- Execute MPF service workflows and internal administrative processes in accordance with corporate and regulatory standards.
- Handle MPF-related enquiries and complaints, ensuring timely resolution or proper escalation of complex cases.
- Ensure all Service Centre staff comply with company policies, operational guidelines, and relevant regulatory requirements.
- Provide training, coaching, and performance feedback to frontline staff.
- Coordinate with the Operations Manager and other Centre Managers on resource reallocation, especially during traffic imbalance between centres.
skills & experience required.
- University degree or diploma holder, preferably with experience in pension, MPF, or financial services.
- A minimum of 3 to 5 years of professional experience, with proven leadership experience in a frontline or service centre environment.
- Solid understanding of MPFA regulatory requirements and MPF administration procedures.
- Strong communication, presentation, and customer service skills; extensive experience in handling complaints and demanding customers is essential.
- Familiar with performing customer profile checks using back-office systems.
- Proficient in spoken and written English; fluency in Mandarin is required.
If you are interested in this role, please click 'Apply Now' or send your CV directly to yoyo.chun@randstad.com.hk.
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