Senior Contact Centre Manager

Job description

We are seeking a seasoned 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. Responsibilities 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) 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. 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. Develop standardized response protocols for complex enquiries regarding MPF regulations, scheme benefits, and eMPF platform functionalities. Champion a strong customer experience mindset throughout the resolution process. Map out the "pain points" in the customer journey that lead to complaints. 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. Requirements 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).