About this role
Responsibilities 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 eMPF 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. Requirements University degree or diploma holder, preferably with experience in pension, MPF, or financial services. Solid understanding of MPFA regulatory requirements and MPF administration procedures. Strong communication, presentation, and customer service skills; 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. Leadership experience in a frontline or service centre environment is an advantage.