Assistant Manager/Manager, Operation Services, Operations Department

Octopus Holdings Limited

  • Kowloon Bay, Hong Kong
  • Permanent
  • Full-time
  • 15 days 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 Responsibilities:
  • Lead team within Operations Service, ensuring service delivery aligns with the established quality standards and KPIs;
  • Oversee daily operations, including handling various service requests from customers through the Customer Service Request form, processing lost Octopus, and promptly addressing and rectifying any production issues with proper corrective measures;
  • Play a pivotal role in Operations Department by managing the refund processing of Octopus card/ products; and serving as the Subject Matter Expert for refund processing, offering support and advice as and when required;
  • Manage team performance, providing motivation and arranging necessary training.Foster a digital and data-driven culture within Operations Service;
  • Manage service/ outsourcing vendors;
  • Manage projects and new initiatives related to refund processing;
  • Transform legacy processes to enhance customer services and operational efficiency; challenge existing practices and propose improvements;
  • Develop operating procedures with robust controls in line with the Company’s standards and industry best practices;
  • Collaborate with technical teams and business partners to continually refine systems and workflows for increased efficiency and customer satisfaction;
  • Compile regular MIS reports for senior management;
  • Ensure compliance with the Company’s policies and relevant regulatory requirements, including those from the HKMA and PCPD;
  • Address audit findings and implement committed management responses in a timely manner;
  • Prepare comprehensive user requirements and UAT plans for new and enhanced systems;
  • Manage the operating budgets for Operations Service; and
  • Undertake any ad hoc assignments from his/ her manager.
Requirements:
  • Degree holder or equivalent qualification.
  • Minimum 8 years of experience in operation and transaction processing with at least 3 years in supervisory position, preferably in financial institution.
  • Experience in managing project implementation and knowledge of system development cycle for setting out user requirements and execution of user acceptance tests is preferred.
  • Effective influencing, planning and organizing skills with good customer service awareness.
  • Strong leadership and interpersonal skills to lead the team to achieve KPI; able to work under pressure.
  • Good knowledge of automation and straight-through processing.
  • Knowledge and practical experience in processing debit/ credit card or store value facility is preferred.
  • Proficient in Microsoft Office applications, and spoken and written English and Chinese Good numerical sense, logical and analytical skills.
  • Candidates with less experience will be considered as Assistant Manager
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.We are an equal opportunity employer and will ensure that every job applicant and staff has equal employment opportunities and will not be disadvantaged because of their sex, pregnancy, marital status, family status, disability or race.

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