Key Responsibilities

• Implement the global strategy for customer contact while maintaining an external outlook to help Cathay stay ahead of its competitors
• Strategic/ Thought Leadership: Implement the global strategy for customer contact while maintaining an external outlook to help Cathay stay ahead of its competitorsItem 2 of 8, : Direct accountability for circa 125-150 direct employees. Execute the Customer Contact and Cathay people strategy. Communicate effectively with the frontline teams and ensure high levels of people’s engagement
• People Management: Direct accountability for circa 125-150 direct employees. Execute the Customer Contact and Cathay people strategy. Communicate effectively with the frontline teams and ensure high levels of people’s engagementItem 3 of 8, : Build Hong Kong Customer care hub as an organization that can deliver class leading customer experience measured by Net Promoter Score and number of other leading and lagging performance indicators. Develop and implement customer experience strategy designed globally with the immediate area of remit( Front office, Middle office, High Value Member servicing etc.)
• Customer Excellence: Build Hong Kong Customer care hub as an organization that can deliver class leading customer experience measured by Net Promoter Score and number of other leading and lagging performance indicators. Develop and implement customer experience strategy designed globally with the immediate area of remit( Front office, Middle office, High Value Member servicing etc.)Item 4 of 8, Monitor and optimize staffing levels to ensure operational. Execute plans to improve productivity, optimize costs, and enhance performance levels within the Hub
• Operational Excellence: Monitor and optimize staffing levels to ensure operational. Execute plans to improve productivity, optimize costs, and enhance performance levels within the HubItem 5 of 8, Customer Contact is a key sales channel; the job holder is expected to strategize and drive revenue performance in line with agreed annual operating plan
• Sales and Performance: Customer Contact is a key sales channel; the job holder is expected to strategize and drive revenue performance in line with agreed annual operating planItem 6 of 8, Manage the overall risk profile to acceptable risk appetite with the Hub operations. Develop plans to mitigate operational, resilience and Fraud risks within the channel
• Risk Management: Manage the overall risk profile to acceptable risk appetite with the Hub operations. Develop plans to mitigate operational, resilience and Fraud risks within the channelItem 7 of 8, Execute the functional, technical and leadership development & learning roadmap working closely with Cathay academy for the Hub. Ensure highest level of focus on people development by driving world class coaching practices and “operating rhythm”
• Learning and Development: Execute the functional, technical and leadership development & learning roadmap working closely with Cathay academy for the Hub. Ensure highest level of focus on people development by driving world class coaching practices and “operating rhythm”Item 8 of 8, Participate in change/ transformation initiatives within Customer care and the broader organization as required. Ensure change readiness for all key changes and transformation
• Transformation & Change: Participate in change/ transformation initiatives within Customer care and the broader organization as required. Ensure change readiness for all key changes and transformation

Requirements

• Tertiary educated with minimum 10-12 years of Contact Centre or Service Delivery experience in a leadership role
• Tertiary educated with minimum 10-12 years of Contact Centre or Service Delivery experience in a leadership role Well-rounded skillset with demonstrable experience in Lean Six Sigma, Risk and Vendor Management
• Well-rounded skillset with demonstrable experience in Lean Six Sigma, Risk and Vendor ManagementItem 3 of 9, Excellent communication and interpersonal skills with strong people management skills
• Excellent communication and interpersonal skills with strong people management skillsItem 4 of 9, Good strategic agility and strong influencing skills
• Good strategic agility and strong influencing skillsItem 5 of 9, Rigorous analytical and problem solving skills
• Rigorous analytical and problem solving skillsItem 6 of 9, Driver of change and collaborative in approach
• Driver of change and collaborative in approachItem 7 of 9, Self-motivated and confident leader
• Self-motivated and confident leaderItem 8 of 9, Good communication and interpersonal skills with excellent command of written and spoken English and Chinese (Cantonese and Mandarin)
• Good communication and interpersonal skills with excellent command of written and spoken English and Chinese (Cantonese and Mandarin)Item 9 of 9, International travel to Customer Care Department sites will be required
• International travel to Customer Care Department sites will be required