Director, Project Management, Client Care Center

Job Summary

This is a senior leadership role responsible for end-to-end ownership of group-level transformation projects in Hong Kong’s contact centre. This role drives the strategic planning, stakeholder alignment, execution, and implementation of enterprise-wide initiatives, including regulatory alignments, process re-engineering, digital transformation, and customer experience enhancements.

Key Responsibilities

• Develop and execute the long-term strategic roadmap for Hong Kong’s contact centre, aligned with enterprise-wide customer experience (CX) goals and group mandates.
• Drive digital transformation (AI chatbots, automation, omnichannel, telephony migration) to enhance efficiency, scalability, and service quality.
• Lead business continuity planning to ensure operational resilience and robust processes and controls as initiated by the Business Head and Group.
• Partner with executive leadership on CX strategy, budgeting, and resource allocation, ensuring projects and initiatives are delivered on time and within budget.
• Improve customer satisfaction (CSAT) and Net Promoter Score (NPS) through continuous service innovation and performance optimisation.
• Optimise operational costs while maintaining or improving quality metrics such as call resolution and chat response times.
• Translate group mandates into Hong Kong-specific operating models, ensuring regulatory, linguistic, and contextual alignment, including working closely with 2LoD on local regulatory requirements.
• Collaborate with cross-functional teams (Operations, Technology, Architecture, Digital) to identify and implement process improvements, client communication changes, and architecture/integration strategies, and evaluate their effectiveness.

Skills and Experience

• Skilled in managing medium-to-large contact centres, including capacity planning, SLA management, and vendor oversight.
• Proven experience in leading complex projects on time and within budget using project management methodologies.
• Demonstrated ability to enforce high standards of conduct and compliance, embedding a strong risk culture in the contact centre.
• Hands-on experience in quality assurance frameworks to enhance service standards and compliance.
• Bachelor’s degree or equivalent experience.
• Proficient in Cantonese, English, and Mandarin.