Role Introduction
Reports to: Customer Care Hub Manager
Cathay Customer Contact Centers are poised for a significant transformation as we accelerate our agenda to become “one of the world’s greatest service brand”, with significant investment being made on technology, innovation, people and organisational development.
You will be responsible for leading Customer Contact operations with an average team size of 100-150 FTEs. 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.
Key Responsibilities
- 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 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
- Customer Excellence: Build Hong Kong Customer care hub as an organization that can deliver class leading customer experience measured by NPS 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.)
- Operational Excellence: Monitor and optimize staffing levels to ensure operational. Execute plans to improve productivity, optimize 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 practices and “operating rhythm”
- 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
- Well-rounded skillset with demonstrable experience in Lean Six Sigma, Risk and Vendor Management
- Excellent communication and interpersonal skills with strong people management skills
- Good strategic agility and strong influencing skills
- Rigorous analytical and problem solving skills
- Driver of change and collaborative in approach
- Self-motivated and confident leader
- Good communication and interpersonal skills with excellent command of written and spoken English and Chinese (Cantonese and Mandarin)
- International travel to CCD sites will be required
Personal & Application Information
Cathay Pacific is an Equal Opportunities Employer. Personal data provided by job applicants will be used strictly in accordance with our Applicant Personal Information Collection Statement and for recruitment purposes only. Candidates not notified within eight weeks may consider their application unsuccessful. We keep records of your data for no longer than is necessary for the purpose for which we obtained them and any other permitted linked purposes. If your application is unsuccessful, we will keep your details on file for as long as is necessary to process your application or for the purposes of further job opportunities if you agree to such longer periods.