The Seniro Manager, Southern China Operationsis responsible for the full operational and service performance of HKT Teleservices contact centre in Guangzhou.
This leader oversees multi-client, multi-channel operations, driving service quality, operational efficiency, and profitability while maintaining client trust and engagement.
The role also plays a key part in implementing digital transformation, AI, and automation initiatives across operations, ensuring the Southern China centre remains a cornerstone of HKT's innovation-led BPO delivery network.
Key Responsibilities
1. Operations Leadership & Service Excellence
- Oversee daily end-to-end contact centre operations across multiple clients and service lines, including inbound, outbound, and digital channels.
- Ensure achievement of all operational KPIs including quality, productivity, SLA, CSAT, and cost efficiency.
- Implement best-in-class operational frameworks (e.g., COPC, ISO, Lean Six Sigma) to drive standardization and continuous improvement.
- Identify and manage process gaps and implement operational transformation projects that boost performance and customer satisfaction.
- Ensure robust business continuity planning (BCP), disaster recovery preparedness, and operational compliance.
2. Client & Stakeholder Management
- Act as the key operational lead for assigned client accounts across Southern China.
- Partner closely with clients to ensure service excellence, performance transparency, and contractual compliance.
- Lead monthly and quarterly business reviews, presenting performance insights, forecasting, and improvement initiatives.
- Collaborate with the Commercial and Solution Development teams to support client onboarding, service expansion, and solution transition projects.
- Strengthen long-term client relationships through service innovation and operational reliability.
3. People Leadership & Workforce Excellence
- Lead a large and diverse workforce of operations managers, team leaders, and front-line staff across service units.
- Create a culture of excellence focused on customer experience, team performance, and employee well-being.
- Partner with HR to develop recruitment, training, retention, and leadership development programs for operations staff.
- Oversee workforce management (WFM), scheduling, and real-time operations to ensure optimal resource utilization.
- Provide mentorship and career development opportunities to emerging leaders and high-potential talent.
4. Operational Transformation & Innovation
- Drive digital enablement within operations by adopting AI, automation, analytics, and self-service technologies.
- Work with the Solution Development & Innovation team to pilot and implement new technologies, processes, and tools.
- Promote a data-driven culture by leveraging analytics and performance dashboards to inform decisions and improve efficiency.
- Champion continuous improvement, using insights from metrics, client feedback, and agent experience to enhance workflows.
- Promote operational innovations that align with HKT's overall CX transformation roadmap.
5. Financial & Performance Management
- Manage the operational P&L for the Guangzhou operat ions, ensuring cost efficiency, productivity, and profitability targets are met.
- Support commercial teams in pricing, forecasting, and budget planning for existing and new client programs.
- Analyze financial data to identify trends, cost drivers, and performance improvement opportunities.
- Ensure financial integrity through disciplined cost control and data-driven operational decisions.
6. Governance, Compliance & Quality Control
- Ensure compliance with HKT Group policies, local regulations, client contractual terms, and data protection standards.
- Maintain internal audit readiness, and lead reviews to ensure zero compliance deviations.
- Oversee Quality Assurance (QA) frameworks that monitor and enhance service accuracy and customer satisfaction.
- Implement effective risk management procedures to mitigate potential business or reputational risks.
7. Stakeholder Collaboration & Regional Alignment
- Work closely with the management of HKT Teleservices to align Guangzhou's operational objectives with the Hong Kong and regional operations strategy.
- Collaborate with cross-functional teams in IT, HR, Finance, and Solution Development to ensure seamless service delivery.
- Share best practices and operational insights across regional hubs to foster continuous improvement and synergy.
- Represent HKT Teleservices in internal strategy meetings, client visits, and industry forums for the Southern China region.
Qualifications & Requirements
- Bachelor's degree in Business Administration, Operations Management, or related discipline Master's preferred.
- Minimum 10 years of experience in BPO or contact centre operations management, including 5 years in a senior leadership or multi-site management capacity.
- Proven success in managing multi-client service delivery environments for major enterprise customers.
- Experience with the operation and management of large-scale contact centre teams (500+ headcount preferred).
- Experience working in Southern China or regional operations environment advantageous.
- In-depth understanding of contact centre platforms and technologies (e.g., Genesys, NICE, Avaya, Amazon Connect, etc.).
- Familiarity with AI, RPA, analytics, WFM systems, and CRM platforms.
- Hands-on experience in P&L management, budgeting, and operational cost control.
- Strong analytical ability to interpret performance data and design actionable improvement plans.
- Demonstrated track record of optimizing service delivery, driving transformation, and leading change in BPO/CXM operations.
- Excellent leadership, communication, and interpersonal skills with the ability to influence at all levels.
- Ability to lead diverse teams across geographies and functions.
- Resilient, strategic, and adaptable in a fast-paced service environment.
- Strong client management, negotiation, and crisis-handling capabilities.
- Trilingual proficiency in Cantonese, Mandarin and English.
