Reports to: Global Head of Customer Contact 

This position will lead our Customer Care Hub in Hong Kong and will provide functional leadership to Middle office processes globally. The role holder is expected to be a well-recognised leader in the Contact Center industry with the exposure of having managed progressively complex and senior roles in the Contact Centre channel.

• Strategic/ Thought Leadership: Implement the global strategy for customer contact while maintaining an external outlook to help Cathay stay ahead of its competitors
• People Management: Direct accountability for over circa 250 direct employees and functional oversight of the middle office function. Execute the Customer Contact and Cathay people strategy
• Customer Excellence: Build Hong Kong Customer care hub as an organisation that can deliver class leading customer experience measured by NPS and number of other leading and lagging performance indicators
• Operational Excellence: Monitor and optimize staffing levels to ensure operational. Execute plans to improve productivity, optimise costs, and enhance performance levels within the Hub
• 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 plan
• 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 channel
• 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 practises and “operating rhythm”
• Transformation & Change: Participate in change/ transformation initiatives within Customer care and the broader organisation as required

• Recognized thought leader who is well abreast of industry-leading contact centre practices
• Over 10 years of experience with progressively senior roles within the Contact Centre channel
• Outstanding leadership skills and credibility to lead large operations
• Strong in customer service delivery both at a strategic and execution level
• Proven record of driving commercial results including revenue management/ sales and distribution
• Black belt/ Green belt in Six Sigma (highly desirable)
• In depth knowledge in contact centre operations(essential) preferably with exposure to Airlines/ Travel industry (desirable but not essential)
• Understanding of Contact centre functions like Work Force, Channel experience( highly desirable)
• Educated to a bachelor’s degree from a recognised institution
• Fluency in English is required. Proficiency in Chinese (Mandarin and/or Cantonese) is preferred. The ability to communicate effectively in both languages would be an advantage