Operations Supervisor

Octopus Holdings Limited

Tsuen Wan, Hong Kong
Permanent
Full-time

20 hours ago

Born from Hong Kong's demand for fast, convenient, and reliable payment solutions, Octopus introduced the world's first contactless multi-modal transit payment system in 1997. Since then, this homegrown FinTech company has pioneered innovative payment solutions for urban living across four continents. Our Vision To become the most preferred payment and lifestyle companion that connects customers and business partners through our best-in-class products and services. Our Mission Making everyday life easier. Our Values Customer Centricity, Simplicity & Trustworthiness. Dedicated to addressing customer needs and adapting to evolving market trends, Octopus has broadened its services beyond transportation to encompass retail, e-commerce, cross-border transactions, and travel abroad. Today, we serve approximately 98% of Hong Kong’s population, processing around 15 million transactions at more than HK$300 million on average daily. At the heart of our success are our colleagues. We value mutual respect, foster collaboration, and encourage innovation and partnership. Join us and shape the future of payment solutions. Your impact starts here!Job Responisbiltiies:

Provide operational support services for handle malfunctioned cards, sold products return, MTSP staff card, subsequent refund and support to resolve production issues with proper recommendations.
Supervise the team, assign work tasks and take corrective actions to resolve productivity issues to ensure customer requests are completed on time and meet the KPIs and SLAs. Escalate issues to manager timely if it cannot be resolved.
Handle internal and external customer enquiries in a timely manner.
Work with other team / section / MTR TCCU supervisors to look for problem resolution.
Provide training, guidance and mentorship to new joined team members.
Review process flows and prepare effective production and control plans in handle malfunctioned cards, sold products return, MTSP staff card and subsequent refund processing to ensure they are comply to regulatory and audit requirements.
Review user requirements, prepare testing cases and support system enhancement implementation.
Review daily control reports to ensure that all exception cases are handled promptly and escalate to manager if any irregularity is spotted.
Compile monthly reports to manager for review.
Risk and Compliance related duties:
Ensure the process and task carried out by the team are adhered to the audit and compliance requirements
Escalate risk event and incident to manager timely and support to conduct investigation of the root cause and develop appropriate measures for resolution and mitigation
achieve satisfactory results on HKMA examinations, external & internal audits
all agreed actions will be implemented according to agreed target completion date
all new/revised regulations that relate to our business are all adequately incorporated into our internal policies and procedures timely.After the manager or section head brief the changes or any updates on procedures and policies, ensure the implementation is on time
all enhancements and new products and systems - support to review to ensure user requirements are comprehensive, UATs are thorough, with clear segregation of duties and proper documentation.Close coordination with TEC on the testing arrangements and post-implementation verification and ensure the staff will be trained regarding the new system changes

Job Requirements:

Degree holder in Business Administration, or relevant disciplines
At least 3 years in operation and transaction processing, of which some practical experience in supervisory position
Experience gained in the production management and knowledge of system enhancement requirement analysis and testing cases preparation is preferred
Relevant Financial Institution or SVF experience is preferred
Good command of spoken and written English and Chinese.
Effective influencing, planning and organising skills are essential.
Strong supervisory skill to supervise a small team to achieve KPI and able to work under pressure
Good customer service awareness and strong interpersonal skills
Good numerical sense and possess logical and good analytical skills

We offer successful candidate an attractive remuneration package and excellent career prospects. Interested parties please send your resume, present and expected salary, contact details and quoting the reference number by clicking "Apply Now"Visit our web site: http://www.octopus.com.hk/The personal data collected will be used for recruitment purposes only. If you are not contacted by us within six weeks, you may consider your application unsuccessful. Personal data with an unsuccessful applicant will be destroyed 12 months after rejection of the application. During this retention period, you have the right to request for correction or destruction of your personal data at any time. Any request for the correction or destruction of personal data should be addressed in writing to our Human Resources & Administration Department.Octopus is an equal opportunity employer and all employment decisions and Human Resources policies are administered; especially those relating to recruitment & selection, compensation & benefits, promotion & transfer, training & development and termination & redundancy; without discrimination on the basis of age, race, colour, religion, sex, national origin, marital status, pregnancy, physical and mental disability and family status but on genuine occupational qualification, job performance, employees’ ability and internal/ external relativities.

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