Senior Manager, Operation Services

Responsibilities: 

• Define the strategic roadmap and key milestones for Octopus operation services. Lead and manage projects related to Octopus card services (e.g., refunds, card report). Manage and negotiate with internal and external stakeholders, including government bodies, transport operators, and vendors, to optimize service quality, cost, and compliance outcomes.
• Oversee daily operations to ensure service levels and key performance indicators (KPIs) are consistently met. Address issues promptly and effectively.
• Lead, develop, and motivate a team of professionals. Foster a customer-centric culture and drive team performance through training and continuous improvement.
• Collaborate with technical and business teams to refine workflows and system capabilities. Prepare user requirements and lead User Acceptance Testing (UAT) for new initiatives to enhance efficiency and customer experience.
• Ensure all operations adhere to company standards and regulatory requirements (including HKMA guidelines). Develop and maintain operating procedures and address audit findings.
• Prepare and manage the team's budget, monitoring expenditure against approved plans. Prepare management reporting materials, MIS reports, and project updates for senior management.
• Handle ad-hoc projects as assigned. 

Requirements: 

• Bachelor's degree in Business Administration, Operations Management, Finance, Information Systems, or a related discipline. A Master's degree is preferred.
• More than 10 years of work experience in the payment industry or in quality/process improvement area. Experience in a financial institution or large corporate is highly preferred. Relevant banking or Stored Value Facility (SVF) experience is an advantage.
• Strong background in credit/debit card operations and/or payment technologies. Good knowledge of risk and compliance, particularly guidelines from the HKMA.
• Strong analytical, problem-solving, and people management skills.
• Excellent interpersonal, presentation, negotiation, and project management skills. Independent, proactive, results-oriented, and highly adaptable in a fast-moving environment.
• Good command of written and spoken English and Chinese.

We offer successful candidate an attractive remuneration package and excellent career prospects. Interested parties please send your resume, present and expected salary, contact details and quoting the reference number by clicking Apply Now

Visit our web site: http://www.octopus.com.hk/

The personal data collected will be used for recruitment purposes only. If you are not contacted by us within six weeks, you may consider your application unsuccessful. Personal data with an unsuccessful applicant will be destroyed 12 months after rejection of the application. During this retention period, you have the right to request for correction or destruction of your personal data at any time. Any request for the correction or destruction of personal data should be addressed in writing to our Human Resources & Administration Department.

Octopus is an equal opportunity employer and all employment decisions and Human Resources policies are administered; especially those relating to recruitment & selection, compensation & benefits, promotion & transfer, training & development and termination & redundancy; without discrimination on the basis of age, race, colour, religion, sex, national origin, marital status, pregnancy, physical and mental disability and family status but on genuine occupational qualification, job performance, employees’ ability and internal/ external relativities.