Born from Hong Kong's demand for fast, convenient, and reliable payment solutions, Octopus introduced the world's first contactless multi-modal transit payment system in 1997. Since then, this homegrown FinTech company has pioneered innovative payment solutions for urban living across four continents. Our Vision To become the most preferred payment and lifestyle companion that connects customers and business partners through our best-in-class products and services. Our Mission Making everyday life easier. Our Values Customer Centricity, Simplicity & Trustworthiness. Dedicated to addressing customer needs and adapting to evolving market trends, Octopus has broadened its services beyond transportation to encompass retail, e-commerce, cross-border transactions, and travel abroad. Today, we serve approximately 98% of Hong Kong’s population, processing around 15 million transactions at more than HK$300 million on average daily. At the heart of our success are our colleagues. We value mutual respect, foster collaboration, and encourage innovation and partnership. Join us and shape the future of payment solutions. Your impact starts here!

Job Responsibilities:

Organizational Performance

• Oversee the people and the work of the two sections of Operations Department, namely Card Centre and Operation Services.
• Manage the life cycle of Octopus cards, especially plastic cards, including placing cards order from cards manufacturers, stock management, initialization, delivery to sales channels such as MTR, AAVS applications and processing, refund management, recycling, malfunction handling, lost handling and replacement programme.
• Manage the productivity and resources level of the two sections, and ensure that the capacity will meet the anticipated volume through review of long-term headcounts and temp staff hiring.
• Assist the Department Head in managing the budget and forecast in order to deploy the departmental resources to meet the overall budget objectives of OCL, and propose changes to various cards fees to match the latest supporting costs.
• Deputise for the Department Head in his absence.
• Ensure all KPIs owned by the two sections are met.

Customer Services

• Engage relevant stakeholders (internal and external) to understand their needs, to identify customer pain points, and adopt to the relevant changes in market, technology and regulatory regime.
• Attend service review meetings with partners, such as Transport Department, Sony and MTR, to identify issues and improvement opportunities.
• Regularly review the SLA and raise the standards, such as shortening the service turnaround time, to enhance the customer service.

Risk Management and Compliance Support

• Ensure the effective protection of customer data through close monitoring of vendor performance and customer feedbacks.
• Review and identify KRI and performance issues related to cards reliability, add value machines, and incomplete transactions.
• Timely escalate any major issues noted, such as frauds, serious abuse of services, and data leakage.

Supplier and Vendor Management 

• Ensure that the vendors (e.g. supplying cards, kiosks and counter services) are cost effective and meeting the specific standards and service levels. 
• Ensure the management of vendors has met relevant internal and external guidelines

Job Requirements:

• Degree or Master Degree in operations management, IT, and business administration, MBA qualification in a renowned institution is preferred   
• Over 15 years of relevant experience with at least 5 years at management level 
• Extensive experience in operations management with retail banking, credit card centre or payment service providers
• Well versed in HKMA and relevant compliance requirements
• Track record of improving performance indicators such as customer satisfaction, service turnaround time, and processing costs
• Experienced in leading system automation & workflow studies projects
• Solid vendor management experience
• Excellent communication skills, including concise and fluent 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.

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