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Manager, Operation Services Octopus Holdings Limited
Manager, Operation Services Octopus Holdings Limited

Job Highlights

  • Lead a team to implement projects
  • Conduct process improvement study
  • Degree holder or equivalent qualification

Job Description

Job Responsibilities:  

  • Lead a team of 8-10 members to deliver quality customer service for refund requests to customer according to agreed Service Level Agreement.
  • Plan and allocate resources to complete customer service requests in accordance with service standards and meet seasonal volume, sales, and marketing campaigns and projects.
  • Work closely with internal stakeholders and business partners to continuously improve and enhance the process for better efficiency and higher customer satisfaction.
  • Ensure process flows are in compliance with relevant regulatory, audit and compliance requirements and update the operation manual.
  • Conduct process improvement study in order to streamline the operation process flow, improve risk control and improve efficiency and then revise the operation process or setting out practical user requirements for system enhancement.
  • Lead a team to implement projects for operation efficiency and cost control, and ensure adherence to project schedules and quality deliverables by performing user acceptance tests and verification tests.
  • Compile weekly and monthly reports for management review.
  • Review daily control reports to ensure that all exception cases are handled promptly.
  • Manage, lead and train team members to upskill the knowledge according to the job needs and succession planning.


  • Degree holder or equivalent qualification.
  • Minimum 10 years of experience in operation and transaction processing with at least 6 years in supervisory position, preferably in financial institution.
  • Experience in managing project implementation and knowledge of system development cycle for setting out user requirements and execution of user acceptance tests is preferred.  
  • Effective influencing, planning and organizing skills with good customer service awareness.  
  • Strong leadership and interpersonal skills to lead the team to achieve KPI; able to work under pressure.
  • Good knowledge of automation and straight-through processing.  
  • Knowledge and practical experience in processing debit/ credit card or store value facility is preferred.
  • Proficient in Microsoft Office applications, and spoken and written English and Chinese Good numerical sense, logical and analytical skills.
  • Candidates with less experience will be considered as Assistant Manager.

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:

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.

We are an equal opportunity employer and will ensure that every job applicant and staff has equal employment opportunities and will not be disadvantaged because of their sex, pregnancy, marital status, family status, disability or race.

Additional Information

Career Level




Years of Experience

10 years

Employment Type

Full Time, Permanent

Company Overview

We operate one of the world's leading and most extensively accepted contactless smartcard payment systems, providing both offline and online payment services.

We have more than 18,000 service providers at some 25,000 retail outlets in the market across different businesses using Octopus payment platform. We have over 36 million Octopus cards in circulation. We handle 15 million transactions a day with transaction value exceeding HK$220 million.

Our Vision

To become the company most recognized for making Hong Kong a cashless society.

Our Mission

To make everyday life easier for our customers by applying innovative ideas through secure and robust technology.

Our Company

Our people are our most important asset. We respect each other, embrace collaboration, innovation and partnership. Come join us and make an impact to the future payment society!

Additional Company Information

Benefits & Others

Dental insurance, Five-day work week, Life insurance, Medical insurance, Performance bonus, Transportation allowance

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