Manager, Card Centre

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:

• Execute strategic direction for Octopus Card operations and self-served channel operations, including providing insights for improvements serving as the subject matter expert on card products and services.
• Participate in projects and new initiatives relating to Octopus card products, service delivery and self-served channels, ensuring timely execution and effective stakeholder coordination;
• Manage and negotiate with internal and external stakeholders, including but not limited to the Government, major transport service providers, external partners, and internal business and support teams, to achieve optimal outcomes in service quality, timelines, costs and compliance;
• Prepare management reporting materials, MIS reports and updates on projects, business cases and strategic roadmaps for senior management;
• Lead teams to ensure service delivery aligns with established quality standards, service commitments and KPIs. Encourage teams to propose improvement initiatives to achieve growth in all areas;
• Oversee daily operations relating to card production, service delivery and channel management, and ensure issues are addressed in a timely and effective manner;
• Lead and develop teams, managing performance, motivating staff, arranging necessary training, and fostering a customer-centric and growth culture;
• Facilitate positive customer experiences and improve operational efficiency, while challenging existing practices and identifying improvement opportunities;
• Collaborate with technical teams, business teams and external partners to refine systems, workflows and channel capabilities for greater efficiency and customer satisfaction. Prepare comprehensive user requirements, test strategies, and UAT plans for new and enhanced systems and operational initiatives;
• Develop and maintain operating procedures and controls in line with the Company’s standards, regulatory requirements and industry best practices;
• Ensure compliance with the Company’s policies and relevant regulatory requirements, including but not limited to those issued by the HKMA;
• Address audit findings and implement committed management actions in a timely manner;
• Prepare and manage the budget for the team and monitor expenditure against approved plans; and
• Undertake any other ad hoc assignments as directed by his/ her manager.

Job Requirements:

• Bachelor’s degree in Business Administration, Operations Management, Finance, Information Systems, or other related disciplines.
• At least 8 years’ work experience in payment industry or quality /process improvement
• Experience in financial institution or large corporate
• Strong background in credit/ debit card operations, and/ or payment business/ technologies
• Good knowledge of risk and compliance, in particular guidelines from the HKMA
• Strong interpersonal, presentation, negotiation and project management skills
• Independent, proactive and result-oriented
• Versatile, highly adaptive in fast-moving and dynamic working environment
• Good 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.