Our client is a reputable and well-established pension company in HK. They are looking for a Head of Contact Centre to join their expanding team.
Responsibilities:
Build, lead and continually improve all aspect of the Contact Centre to achieve business objectives
In charge of designing contact centre transformation strategy and initiatives that encompass innovations in people, process, channel management, data and technology, and total customer experience (e.g. omni-channel, eMPF platform, data management and AI)
Provide oversight on customer journey orchestration across channels and touch points to give customers an integral and seamless omni-channel experience
Setup and run a physical customer service counter to uplift total customer experience
Nurture a collaborative, agile and supportive team culture through constant data driven feedback and constructive discussions
Create compelling and engaging contact centre experience
Drive and deliver changes in operational and revenue performance of Contact Centre through initiatives which are fully aligned to business strategy
Manage programme/ project cost and schedule, monitor progress and report to stakeholders and senior management
Manage potential risks and issues on projects and ensure relevant control measures are undertaken to minimize risk exposure
Monitor the latest market trend and industrial landscape to discover opportunities to improve customer experience and reduce operating cost
Provide coaching and take lead in people development
Requirements:
Degree holder or above qualifications
Minimum of 10 years’ relevant experience in omni-channel and transformation projects preferably in pension industry or contact centre
Obtained MPF Intermediaries Examination and SFC Licensed Representative qualification is a must
Strategic & exhibit critical thinking
Analytical, overall comfortable with numbers
Good presentation, communication & articulation skills
Able to work independently with strong self-initiative, able to spot or pre-empt issues, recommend business solutions and escalate as required
Able to manage stakeholders well, experienced in managing conflicts
Ability to work in ambiguous environment is a plus
Energetic, enjoys driving change & solving new problems
Team player, demonstrable ability to collaborate widely across the organization
Good command of spoken and written English and Chinese (excellent in spoken Putonghua is an advantage)
Interested parties please send your detailed resume including current & expected salary and availability to contact@futuruscareerhk.com.
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