About this role
<p><strong>Responsibilities</strong></p> <ul type="disc"> <li>Oversee daily operations of the assigned service centre, including facilities such as kiosks, drop‑in boxes, counters, and related tools.</li> <li>Manage centre manpower planning, roster arrangement, and workflow execution to ensure smooth operations.</li> <li>Execute eMPF service workflows and internal administrative processes in accordance with corporate and regulatory standards.</li> <li>Handle MPF-related enquiries and complaints, ensuring timely resolution or proper escalation of complex cases.</li> <li>Ensure all Service Centre staff comply with company policies, operational guidelines, and relevant regulatory requirements.</li> <li>Provide training, coaching, and performance feedback to frontline staff.</li> <li>Coordinate with the Operations Manager and other Centre Managers on resource reallocation, especially during traffic imbalance between centres.</li> </ul> <p><strong>Requirements</strong></p> <ul type="disc"> <li>University degree or diploma holder, preferably with experience in pension, MPF, or financial services.</li> <li>Solid understanding of MPFA regulatory requirements and MPF administration procedures.</li> <li>Strong communication, presentation, and customer service skills; experience in handling complaints and demanding customers is essential.</li> <li>Familiar with performing customer profile checks using back‑office systems.</li> <li>Proficient in spoken and written English; fluency in Mandarin is required.</li> <li>Leadership experience in a frontline or service centre environment is an advantage.</li> </ul>