Centre Manager

Responsibilities

• Oversee daily operations of the assigned service centre, including facilities such as kiosks, dropin 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 backoffice systems.
• Proficient in spoken and written English fluency in Mandarin is required.
• Leadership experience in a frontline or service centre environment is an advantage.