What Jobs are available for Call Center Operations in Hong Kong?

Job Summary:
A career as a Service Delivery Manager will provide you with the opportunity to establish and maintain strong relationships with some of the largest insurers, asset managers, corporations and/or government entities as you manage daily client engagement, reporting, and operational performance. You will be critical to our client retention while utilizing your financial services and strong relationship management background. If you enjoy engaging with both internal and external stakeholders, are energized by working within a high performing team and find value in solving problems for others, you will thrive in this role.

Responsibilities:

• Plan and oversees the fulfillment of accurate daily/monthly/quarterly/annual reporting support and service for clients.
• Manages Client Engagement Model & client health reporting.
• Ensures quality servicing and operational performance within the parameters of delivery standards (standard operating procedures).
• Ensures client engagement from the daily user to the decision-maker level of the client.
• Manages delivery metrics.
• Provides guidance and mentorship to analysts.
• Providing training to clients.
• Coordinates and is involved in resolution of daily client inquiries and projects.
• Develop client relationships and expands network at those organizations, understanding client business and product needs.
• Strategic planning of service delivery to drive usage and proactive in service and support to reduce client downtime and support costs.
• Collaborate with sales and support groups to demonstrate the value of support offered to clients and identify business opportunities for expanded support.
• Maintain knowledge of product enhancements and the changing investments accounting industry.
• Helps aggregate client feedback and provides guidance to improve operationally and expand the product offering.

Required Skills:

• Working knowledge of financial services and investment accounting.
• Working knowledge of structured products, derivatives, fixed-income securities, etc. preferred.
• Self-starter proactively seeks out solutions and expertise.
• Able to execute in a fast paced and sometimes ambiguous environment.
• Strong computer skills, including proficiency in Microsoft Office.
• Excellent attention to detail and strong documentation skills.
• Outstanding verbal and written communication skills.
• Strong organizational and interpersonal skills.
• Exceptional problem-solving abilities.

Education and Experience:

• Bachelor's degree in accounting or similar field or relevant experience in Investment. Management, Insurance, FinTech, Investment Accounting, Financial Services, or Investment Operations.
• 5+ Years of experience.

REQ12970 Analyst, Service Delivery (Open)

Position Summary

• Responsible for the IT Service Delivery Operations for handling the incidents & fulfilling the service request.
• Handle assigned project implementation from time to time.
• Be customer-focus oriented and measure of success are via efficiency in response & resolution as well as customer satisfaction.

Primary Responsibilities

• Act as primary resource to provide on-site / remote support to users on various client devices and business systems. Scope of support including but not limited to client installation and configurations, data entry, troubleshooting and engagement of vendor support;
• Identify systematic problems and / or recommend opportunities for improvement that will eliminate or reduce number of reported problems;
• Build & maintain OS images & approved applications for various PCs & Laptops models;
• Handle patch management on client OS with evaluation, testing, & deployment;
• Ensure security software on client devices are healthy and updated;
• Provides deskside support including software, hardware and networking support for desktops, laptops and servers. Build up quality FAQs as reference for both IT supports and users to promote knowledge sharing & self-service;
• Takes responsibility for follow-up services or problem escalation
• Vendor management / coordination on faulty client devices;
• Ensures customer satisfaction throughout the service delivery transaction.

Qualifications
Experience

• 3-4 years of relevant IT enterprise support experience required;
• Hands-on experience with personal computers/laptops/mobile devices in iOS & Android platform;
• Proficiency with Windows 7/XP/2000;
• Possess good technical understanding on Active Directory, Exchange, and Office applications is essential;
• Possess strong experience in hardware and software troubleshooting;
• Exposure to Gaming and/or Hotel industry preferred;

Education

• Bachelor's Degree in Information Technology or equivalent relevant qualifications;
• Preferred Certification: ITIL, MCSA, MCSE;

Skills / Competencies

• Ability to communicate effectively in English and Cantonese/Mandarin;
• Good listening skills & customer service expertise;
• Ability to work as part of a team to accomplish common goals;
• Log, troubleshoot, and track problems to a successful conclusion;
• Ability to present ideas in user-friendly language to non-technical personnel and end users;

Role Introduction

Reports To: Service Delivery Manager

Department: Information Technology Department

Service Delivery Lead is part of our Information Technology department, focused on delivering high-value IT services that support internal stakeholders across the organization.

As the Service Delivery Lead, you will be responsible for ensuring consistent and effective delivery of IT end-user support, service desk operations, and VIP services. You will work closely with the Solution Centre team and representatives from subsidiaries to orchestrate internal resources and external partners, driving performance and value across all service touchpoints.

Your goal is to meet and exceed key performance indicators and stakeholder expectations through proactive service management, continuous improvement, and seamless coordination. This role offers a dynamic environment with opportunities to influence service excellence and contribute to long-term operational success.

Key Responsibilities

• Manage the full IT service management cycle to enhance service stability and customer satisfaction, while leading the adoption of service management capabilities and automation solutions across infrastructure and application service teams.
• Coordinate cross-platform automation solutions to reduce manual operational activities and apply the service management framework to improve overall operational quality. Understand business service expectations and lead teams to consistently meet or exceed those expectations in IT service delivery.
• Establish and maintain effective monitoring of IT services and customer experience to ensure business functions remain uninterrupted, while ensuring all operational procedures are clearly defined, efficient, well-documented, and consistently applied.
• Instill a high-performance culture in the team with a focus on teamwork, service excellence, empowerment and ownership for resolving customer issues. Develop and delivery IT Service improvement opportunities to grow and/or enhance IT Service to customers and automate backend service request process.
• Monitor the effectiveness of IT services against SLA and KPI targets, driving a culture of continuous improvement in collaboration with support owners. Approve, recommend, and maintain service level compliance and exemptions with all internal and external support partners responsible for fulfilling IT service obligations to CPA.
• Engage with business and IT stakeholders to continuously improve customer satisfaction and deliver greater value to the company through structured customer satisfaction surveys. Ensure fiscal compliance by managing operational budget responsibilities and driving cost-saving initiatives. Maintain audit compliance and promptly remediate any identified risk findings.
• Deliver IT service functions in an agile and cost-efficient manner, while providing input and managing the evaluation of new or modified IT services—including requirements, design, vendor proposals, service agreements, contracts, and related IT policies and procedures—in close collaboration with support owners.
• Coordinate with Assistant Managers and Regional IT Coordinator (RIC) to provide IT operation service globally in Outport offices as well as subsidiaries' offices.
• Develop and maintain service portfolio by categorising service catalogue in persona and user entitlement perspective, collaborate with automation team and fulfilment team to enhance self service capability and user experience for both internal and external customers.
• Drive service management steering committee for CPA, Regional general managers and Subsidiaries management on service review meetings. Represent IT operations to coordinate projects engagement from initial project phase until handover to BAU support, to make sure all the operations requirement were well distribute to project team with smooth transition to respective operations owners

Requirements

• Minimum 8 years' solid working experience in the IT industry. Tertiary educations are desirable
• Make timely and efficient decisions, actively contribute to developing IT services, and maintain a customer service-oriented mindset as a supportive team player. Keep others informed of relevant issues, review mistakes and successes to improve performance, and provide support to all team members
• Experience in project management on ITSM and hand on experience in ITSM; experience in developing, documenting and maintain policies, processes and procedures; experience in dashboard and reporting for KPI and SLA measurement
• Strong acumen in vendor management, stakeholders management and financial management. Demonstrated ability to communicate with a variety of audiences including senior/executive level.
• Knowledge and experience in quality assurance, vendor management, ITIL standards, Service Management Change Management, Incident Management,
• Release Management, Service Transition Planning & Support, IT operational processes/methodologies
• Practical Project Management experience on traditional waterfall and agile
• development life cycles
• General knowledge in Infrastructure products and DevOps is an advantage. Demonstrate ability to understand technical detail and able to collaborate with automation and development team
• Strong problem solving and analytical skills. Good analytical, written, communication, strong client satisfaction and interpersonal skills
• Develop and maintain service portfolio

Application Deadline: 9 Oct 2025

Personal & Application Information

Cathay Pacific is an Equal Opportunities Employer. Personal data provided by job applicants will be used strictly in accordance with our Applicant Personal Information Collection Statement and for recruitment purposes only. Candidates not notified within eight weeks may consider their application unsuccessful. We keep records of your data for no longer than is necessary for the purpose for which we obtained them and any other permitted linked purposes. If your application is unsuccessful, we will keep your details on file for as long as is necessary to process your application or for the purposes of further job opportunities if you agree to such longer periods.

Cathay Pacific

Digital & Information Technology

Information Technology Department

Permanent

Hong Kong SAR (China)

Application deadline: 09 Oct 2025

Reports To: Service Delivery Manager

Service Delivery Lead is part of our Information Technology department, focused on delivering high-value IT services that support internal stakeholders across the organization.

As the Service Delivery Lead, you will be responsible for ensuring consistent and effective delivery of IT end-user support, service desk operations, and VIP services. You will work closely with the Solution Centre team and representatives from subsidiaries to orchestrate internal resources and external partners, driving performance and value across all service touchpoints.

Your goal is to meet and exceed key performance indicators and stakeholder expectations through proactive service management, continuous improvement, and seamless coordination. This role offers a dynamic environment with opportunities to influence service excellence and contribute to long-term operational success.

• Manage the full IT service management cycle to enhance service stability and customer satisfaction, while leading the adoption of service management capabilities and automation solutions across infrastructure and application service teams.
• Coordinate cross-platform automation solutions to reduce manual operational activities and apply the service management framework to improve overall operational quality. Understand business service expectations and lead teams to consistently meet or exceed those expectations in IT service delivery.
• Establish and maintain effective monitoring of IT services and customer experience to ensure business functions remain uninterrupted, while ensuring all operational procedures are clearly defined, efficient, well-documented, and consistently applied.
• Instill a high-performance culture in the team with a focus on teamwork, service excellence, empowerment and ownership for resolving customer issues. Develop and delivery IT Service improvement opportunities to grow and/or enhance IT Service to customers and automate backend service request process.
• Monitor the effectiveness of IT services against SLA and KPI targets, driving a culture of continuous improvement in collaboration with support owners. Approve, recommend, and maintain service level compliance and exemptions with all internal and external support partners responsible for fulfilling IT service obligations to CPA.
• Engage with business and IT stakeholders to continuously improve customer satisfaction and deliver greater value to the company through structured customer satisfaction surveys. Ensure fiscal compliance by managing operational budget responsibilities and driving cost-saving initiatives. Maintain audit compliance and promptly remediate any identified risk findings.
• Deliver IT service functions in an agile and cost-efficient manner, while providing input and managing the evaluation of new or modified IT services—including requirements, design, vendor proposals, service agreements, contracts, and related IT policies and procedures—in close collaboration with support owners.
• Coordinate with Assistant Managers and Regional IT Coordinator (RIC) to provide IT operation service globally in Outport offices as well as subsidiaries' offices.
• Develop and maintain service portfolio by categorising service catalogue in persona and user entitlement perspective, collaborate with automation team and fulfilment team to enhance self service capability and user experience for both internal and external customers.
• Drive service management steering committee for CPA, Regional general managers and Subsidiaries management on service review meetings. Represent IT operations to coordinate projects engagement from initial project phase until handover to BAU support, to make sure all the operations requirement were well distribute to project team with smooth transition to respective operations owners

• Minimum 8 years' solid working experience in the IT industry. Tertiary educations are desirable
• Make timely and efficient decisions, actively contribute to developing IT services, and maintain a customer service-oriented mindset as a supportive team player. Keep others informed of relevant issues, review mistakes and successes to improve performance, and provide support to all team members
• Experience in project management on ITSM and hand on experience in ITSM; experience in developing, documenting and maintain policies, processes and procedures; experience in dashboard and reporting for KPI and SLA measurement
• Strong acumen in vendor management, stakeholders management and financial management. Demonstrated ability to communicate with a variety of audiences including senior/executive level.
• Knowledge and experience in quality assurance, vendor management, ITIL standards, Service Management Change Management, Incident Management,
• Release Management, Service Transition Planning & Support, IT operational processes/methodologies
• Practical Project Management experience on traditional waterfall and agile

development life cycles
- General knowledge in Infrastructure products and DevOps is an advantage. Demonstrate ability to understand technical detail and able to collaborate with automation and development team
- Strong problem solving and analytical skills. Good analytical, written, communication, strong client satisfaction and interpersonal skills
- Develop and maintain service portfolio

Cathay Pacific is an Equal Opportunities Employer. Personal data provided by job applicants will be used strictly in accordance with our Applicant Personal Information Collection Statement and for recruitment purposes only. Candidates not notified within eight weeks may consider their application unsuccessful. We keep records of your data for no longer than is necessary for the purpose for which we obtained them and any other permitted linked purposes. If your application is unsuccessful, we will keep your details on file for as long as is necessary to process your application or for the purposes of further job opportunities if you agree to such longer periods.

Join a dynamic team at the pulse of global markets, where we deliver innovative software and service solutions for essential financial reporting and capital markets transactions. At DFIN, we are a values-driven organization that empowers you to build a fulfilling career while bringing your authentic self to work every day. Our "Win as One" mentality ensures that our team's success is directly linked to Client, Shareholder and Employee Satisfaction.

Recognized by Newsweek as one of AMERICA'S MOST LOVED WORKPLACES for three consecutive years and a Built In Best Places to Work for six years, we are committed to our employees' total wellbeing. Enjoy competitive compensation, a flexible workplace, comprehensive benefits, and opportunities for professional growth. Bring your passion and talents to DFIN – because being YOU thrives here.

The Service Delivery Representative serves as the primary link between Clients, Sales & Internal teams, providing detailed production instructions for active jobs.

• Interacts with clients to ensure world-class service is delivered
• Recognizes, manages and delivers service solutions on a day-to-day basis for specific jobs
• Communicates job status to internal deal team to ensure continuous, smooth transition between shifts
• Acts as a resource for clients regarding current regulatory news, products, service solutions, client/market
• Maintains on-going client relationships

• Degree or above
• 1 year+ Customer service experience
• Proficiency in MS Office skills
• A good team player with effective communication skills
• Good command in written & spoken English, Mandarin, Cantonese
• Shift duty is required (included overnight duties, with attractive shift allowance)
• Candidates with less experience will be considered as junior level position

Donnelley Financial Solutions is committed to ensuring equal employment opportunity and does not discriminate in any employment decision because of race, religion, color, national origin, sex, gender identity or expression, age, disability, perceived disability, sexual orientation or on the basis of any other status protected by applicable national laws.

The Job

• Managing service delivery to the client accounts, promoting the continuous improvement of productivity, service quality and customer satisfaction, preferably in the industry of document outsourcing, Print Room, Mail Room and BPS services
• Delivering service in best practice service delivery model to achieve SLA and enhance customer satisfaction
• Developing strong customer relationships and networks effectively to ensure service excellence
• Achieving productivity improvements resulting in high value for customer, margin enhancement and good P&L performance
• Transforming and growing the business for further profitable service revenue
• Performing team leadership and people management

The Person

• University graduate in Information Technology, Business Administration with relevant professional qualifications, e.g. ITIL, Lean Six Sigma, PMP is preferred
• At least 5 years' industry-related operations management experience
• Experience of having successfully operated at prime customer contact level
• Service delivery management experience with high standard and quality service delivered to customer(s)
• Demonstrate proven experience in implementing productivity and customer satisfaction enhancement programs
• Strong people management and development skills
• Preferred experience in outsourcing bids, from pre-sales to successful implementation
• Possess experience of contract negotiation/supplier management
• Fluent in both spoken and written English and Cantonese

Securities Responsibilities

• Ensure compliance with FUJIFILM Business Innovation Information Security Rule, Policies and procedures at all time.
• Responsible for maintaining security of all FUJIFILM Business Innovation information entrusted to and not limiting to proper classification & handling of FUJIFILM Business Innovation documents and records.
• Complete Information Security training and awareness program on regular basis and possess enough knowledge to adhere to FUJIFILM Business Innovation Information Security requirements.
• Responsible for identifying, reporting and complying with Information Security Incident & Reporting Procedure.
• Failing to comply with the security policies could be subject to disciplinary action, potentially including termination of employment or contract and/or prosecution.

Why you should consider this opportunity:

We offer attractive remuneration package with fringe benefits to right candidates. such as

• 5 days' work week
• Medical insurance
• Dental insurance
• Education allowance
• Transportation allowance
• Comprehensive training for new join Sales
• 12 days' annual leave
• Blissful leave of maximum 26 days per year (including birthday leave, workiversary leave, wedding anniversary leave, children graduation leave, volunteer leave, pet healthcare leave, home purchase, etc)

To discuss this opportunity further, please send your full resume, current and expected salary by clicking "Quick Apply".

We are an equal opportunity employer and welcome applications from all qualified candidates. All information provided will be treated in strict confidence and used for recruitment purposes only. Applicants not hearing from us within six weeks may consider their applications unsuccessful. All date of unsuccessful applications will be destroyed after six months.

Responsibilities:

• Responsible for overseeing the end-to-end delivery of Managed Security Services (MSS) to corporate customers, ensuring service level agreements (SLAs) are met, and maintaining high customer satisfaction.
• Acts as the primary point of escalation for customers, coordinates between SOC teams, and drives continuous service improvement.
• Conduct regular service reviews with customers to discuss performance, incidents, and improvement opportunities
• Work closely with Information Security Analysts, Incident Responders, and Threat Intelligence teams to ensure timely detection, analysis, and response to security incidents
• Oversee major security incident management, ensuring proper communication and resolution.
• Lead 7x24 team of analysts to monitor managed security service workflows, ticket queues, and response times to optimize efficiency
• Develop and deliver monthly/quarterly service reports (e.g., security incidents, threat trends, SLA compliance)
• Identify gaps in security monitoring and response** and drive process improvements
• Manage relationship with customer's security operation team to maintain a cohesive operations
• Develop and motivate sub-coordinates to uplift their performance through training, coaching, teamwork and organizing sectional activities
• Ensure a smooth and effective Tier 2 Operation Support especially focusing on incident, problem and change management

Requirements:

• Bachelor Degree holder or higher in cybersecurity, information technology or related field
• 8 years of experience in cybersecurity
• Certification required: ITIL v4, CISSP, CISM, or ISO 27001 LI
• PMP, or Prince2 is beneficial
• Solid background in SIEM, EDR and Vulnerability Management
• Strong knowledge in implementing managed security services is desirable
• Strong knowledge of ISO standard in security control
• Excellent interpersonal and presentation skills, mature, dedicated and self-motivating attitude
• Excellent client services and able to work under pressure
• Proficiency in spoken and written in both Chinese and English

Job Description

What you'll be doing?

• Interacts with clients to ensure world-class service is delivered
• Recognizes, manages and delivers service solutions on a day-to-day basis for specific jobs
• Communicates job status to internal deal team to ensure continuous, smooth transition between shifts
• Acts as a resource for clients regarding current regulatory news, products, service solutions, client/market
• Maintains on-going client relationships

Who are we looking for?

• Degree or above
• 1 year+ Customer service experience
• Proficiency in MS Office skills
• A good team player with effective communication skills
• Good command in written & spoken English, Mandarin, Cantonese
• Shift duty is required (included overnight duties, with attractive shift allowance)
• Candidates with less experience will be considered as junior level position

Why you should consider this opportunity:

We offer attractive remuneration package with fringe benefits to right candidates. such as

• Hybrid work
• 5 days' work week
• 8 hours' work day
• 1 min walk from MTR
• Medical, Life, Dental insurance
• Birthday leave, Company leaves
• Compensation leaves for public holidays fall on Saturday
• Overtime pays
• Double pay

Interested parties please send resume with date of available and expected salary by clicking "Apply Now".

All information received will be kept in strict confidence and will be treated only for employment related purposes.

Job Highlights

5-day work, Life & Medical & AD&D Insurance, AL

Service Delivery, Customer Service,

Communication & interpersonal skills

Key Responsibilities

• Deliver the professional customer service to clients of both Hong Kong and Singapore and achieve the agreed service level

Job Scopes

• Handle client enquiries, service requests and feedbacks of the assigned accounts

• Communicate with clients to follow up the job orders

• Prepare regular client reports

• Arrange regular client meetings to collect feedbacks and requirements

• Support ad-hoc projects as assigned by the superior

Qualifications

• Higher diploma or above in any discipline

• With working experience in customer service / account servicing is preferred, fresh graduates will also be considered

• Good communication and interpersonal skills

• Proficient in written and spoken English and Cantonese

• Proficient in using MS Office applications (Word, Excel, PowerPoint) 

Candidate with less experience will be considered. 

Interested parties, please send your CV with current and expected salary, availability to HR Department.

(All information provided by applicants will be treated in strictly confidential and used only for recruitment purpose.   All personal data of unsuccessful applicants will be destroyed after 6 months.)