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You will lead a dynamic, collaborative, and fast-paced frontline operations team dedicated to delivering top-tier service. The team thrives on clear communication, mutual support, and a shared goal of operational efficiency. Backed by senior operations management, this group values proactive problem-solving and fosters an inclusive environment focused on continuous professional development.
Job Responsibility
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 MPF 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
A minimum of 3 to 5 years of professional experience, with proven leadership experience in a frontline or service centre environment
Solid understanding of MPFA regulatory requirements and MPF administration procedures
Strong communication, presentation, and customer service skills
extensive experience in handling complaints and demanding customers is essential
Familiar with performing customer profile checks using back-office systems