• Competitive
  • Hong Kong
  • Permanent, Full time
  • Citi
  • 2018-10-19

Operations Support Senior Supervisor

Operations Support Senior Supervisor

  • Primary Location: Hong Kong SAR of PRC,Hong Kong,Hong Kong
  • Education: Bachelor's Degree
  • Job Function: Operations - Core
  • Schedule: Full-time
  • Shift: Day Job
  • Employee Status: Regular
  • Travel Time: No
  • Job ID: 18060928


Ops Sup Sr Supervisor:
Customer Service:
  • Take ownership of customer enquiries and provide HR solution to problems in an accurate a timely manner, e.g. assist customers with troubleshooting, maintenance, upgrading, and termination of a product/service
  • Ensure timely and accurate service delivery in accordance with stipulated Service Level Agreements (SLAs)
  • Serve as the primary point of contact for resolution of issues within designated area. Escalate issues to appropriate parties whenever necessary to resolve issues quickly and efficiently
  • Follow up on outstanding queries and keep customers informed on progress
  • Establish customer needs through email, phone, or face-to-face communication
  • Understand customer needs and adjust to customer's changing priorities
  • Ensure availability and accessibility of contact to prevent service lapse in urgent cases
  • Adopt a customer-centric approach when handling customer complaints and take accountability for resolving customer complaints. See issues through the eyes of the customers
  • Handle complaints tactfully by showing empathy and care
  • Provide information and educate customers on HR policies, systems, and processes
  • Meet and exceed customer expectations by offering exceptional service.  Demonstrate flexibility whilst consistently complying with company policies and procedures
  • Collect feedback from customers through various channels and ensure customer satisfaction
Compliance and Control:
  • Adhere strictly to Risk & Compliance policies. Maintain confidentiality of staff data at all times
  • Record all customer enquiries on the Online Service Centre (OSC) ticketing system for audit and quality assurance purpose
  • Comply with the operating guideline of OSC to enable managers to monitor and manage volume of work and resource accordingly
  • Ensure all transactions and related activities are documented and filed at all times for audit purposes
Operations and Project:
  • Handle incoming enquiries received in the OSC. Close tickets and resolve issues in accordance with stipulated SLAs
  • Provide general and product-specific information to customers
  • Participate in projects and provide feedback on process improvement
  • Build effective relationships with external vendors and local HR partners to ensure smooth running of operational activities
HR Administration:
  • Communicate with local/regional HR counterparts on requirement of employee on-boarding and off-boarding
  • Perform employee on-boarding procedures, e.g. internal and external reference checks, Offer Letters, staff ID, P-files etc.
  • Execute employee off-boarding procedures, e.g. confirmation of last day, leave encash, termination of staff ID etc.
  • Provide accurate payroll instructions to the payroll counterparts
  • Manage employee details and P-file including retrieval, updates, archiving etc.
  • Conduct Meet & Greet session with new hires. Walk them through the services/products offered by HRSS
Compensation & Benefits:
  • Initiate commencement of employee benefits, e.g. insurance, enrolment of dependent's insurance, childcare allowance etc.
  • Process employee compensation and benefits related documentation, e.g. medical claims, retirement package, invoice payment etc.
  • Provide accurate payroll instructions (e.g. claims, award, allowance etc) to the payroll counterparts


  • Work experiences in HR Operations/administration environment, preferably in a HR Shared Service Centre
  • Good understanding of various compensation and benefits policies, such as mortgage loan, medical and pension schemes
  • Ability to think on your feet with demonstrated success in problem solving, researching and resolving customer inquiries/request
  • Working knowledge of HR systems highly desirable
  • Exceptional customer service skills
  • Strong and Fluent English/Mandarin written & verbal communication skills
  • Strong interpersonal and relational skills
  • Ability to work in an environment where compliance with processes and procedures is of priority
  • Able to handle high volume of work and adapt to change
  • Ability to plan and manage own time
  • Mature with high attention to detail
  • Educated to diploma degree level
  • Logical, analytical and rationale
  • Strong team player, willing to learn and share experiences with other team members
  • Ability to work in a fast paced environment with constant deadlines
  • Highly motivated, organized and methodical