Locations: Mong Kok
Work hours: Mon - Fri, 0900 - 1800 (Hybric work mode)
Duration: 1 year contract, renewable
Key Responsibilities
- Performance Management – Monitor throughput, aging, productivity, and error rates; identify bottlenecks and drive timely interventions with onshore/offshore partners.
- Escalation Handling – Act as primary escalation point for offshore teams; remove blockers and escalate critical risks to senior management as needed.
- Quality Assurance – Oversee QC reviews and deep-dives on error trends; coordinate coaching and refresher training to reduce defects and standardize output.
- Control Testing – Perform regular control effectiveness reviews; track findings and actions to closure.
- Reporting – Prepare management packs with trend analysis, root causes, and thematic insights; ensure data accuracy and clear narratives.
- Ad-Hoc Support – Assist with special projects, urgent investigations, reporting requests, and stakeholder coordination as required.
Qualifications
- Degree in Business, Finance, Risk, Data, IT, or related fields.
- Proficiency in English and Chinese; Putonghua is an advantage.
- 2+ years in operational risk, fraud/AML, audit, quality, or control functions; offshore team exposure is a plus.
- Strong analytical and numerical abilities; comfortable with data, trend identification, and translating insights into actions.
- Strong stakeholder engagement and presentation skills; independent escalation handling. Contact center experience is a plus.
- Interest in automation/AI tools is an advantage.
- Proficient in MS Office (Excel pivot tables, charts); Access/Power Query/VBA knowledge is a bonus.
