What Jobs are available for Contract Excellence in Hong Kong?

Cathay Pacific

Customer Services

Airport Service Delivery Department

Permanent

Hong Kong SAR (China)

Application deadline: 14 Nov 2025

Reports to: Manager On Duty

As the Service Excellence Lead, embodying our core brand value proposition centered on service excellence is essential for establishing ourselves as a top global service brand. The Service Excellence Lead at the airport plays a vital role in showcasing our brand values of 'Thoughtful', 'Progressive', and 'Can-do Spirit' to customers, ensuring memorable moments of truth by truly understanding their needs and expectations.

• Coordinate activities among customers, ground handling agents, and service providers to uphold safety and security standards while adhering to established procedures
• Take charge of overseeing service delivery and recovery operations at landside or airside locations
• Manage disruptions and crises effectively
• Ensure the delivery of efficient and reliable services to customers
• Demonstrate service excellence, lead and support Customer Services Officer (CSO), supervise their performance, and conduct regular assessments and goal-setting
• Support Manager on Duty in daily operations
• Empower Customer Services Officer (CSO) to deliver intuitive service, offer optimal customer solutions, and conduct regular briefings for team alignment and service standard adherence
• Provide on-the-job training and development opportunities for Customer Services Officer (CSO)

• Right to work in Hong Kong
• Minimum age of 18
• Good command of spoken English
• Minimum 3 years of experience in airport operations or relevant experience; prior experience in Coaching, Flight Control or Premium Services Team is an advantage
• Customer service-oriented attitude and good communication skills
• Strong interpersonal skills with flair in delivering service excellence
• Strong problem solving, decision making and organising skills
• Strong leadership and people management capabilities with solid supervisory experience

• Being part of a world-class service brand to be proud of
• World-class training and a structured career progression path
• A safe and collaborative working environment which embraces a diverse and inclusive culture
• Special allowance(s) is entitled to overnight and public holiday shifts
• Medical coverage & other flexible benefits
• Flexible retirement scheme
• Discounted travel across numerous airlines for you and your family

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.

Conduct monitoring, assessing, and improving the quality of customer interactions in hotline. Ensure hotline agents delivering consistent, accurate, and empathetic service that aligns with company standards and requirements, driving customer satisfaction and operational excellence.

Job Description:

• Monitor and evaluate recorded and live hotline calls using predefined quality standards and metrics.
• Conduct thorough quality assessments to identify strengths and areas for improvement in agent performance.
• Provide timely, constructive feedback and coaching to hotline agents to enhance communication skills, adherence to scripts, and problem resolution efficiency.
• Collaborate with managers, training teams, and management to develop targeted improvement plans and training programs.
• Participate in calibration sessions to ensure consistency and fairness in quality evaluations.
• Maintain detailed records of quality assessments, feedback, and follow-up actions.
• Support ad-hoc tasks assigned by managers

Job requirements:

• HKDSE/HKALE or higher diploma preferable
• Minimum 3 years' quality assurance, customer services or hotline / retail operational experience
• Good PC skills
• Self-starter, independent with good communication and analytical thinking
• Medical knowledge or training preferable
• Good analytical skills and problem-solving techniques
• Well organized and excellent interpersonal skills
• Proficient in MS Excel and Power Point
• Good command of written and spoken English and Chinese

Personal data collected will be used for recruitment purposes only. Bupa will be in touch for any opportunities that matches your profile. All personal data of unsuccessful application will be destroyed 24 months from the date of receiving the application. Full version of Data Privacy Notice available upon request.

Responsibilities

• Own customer business implementation projects in global capacity for freight forwarding solutions, including airfreight, sea freight, road freight and rail freight.
• Ensure a total operations and system solution mapped with cross-functional teams (Operations, IT, legal etc.) to exceed internal stakeholders and customer expectations.
• Translate customer requirements into SOPs effectively to ensure a zero-defect implementation.
• Provide business requirements to ITS to facilitate eSolutions development and, co-ordinate with IT, operations and customer for SIT, UAT, bugs fixing, deployment and post-deployment hyper-caring.
• Engage, manage and track status of project activities, change request, deliverables and resources availability with timely risk pre-alert.
• Communicate with key stakeholders and customers, produce weekly progress updates.
• Conduct trainings to operations and external parties on SOP/eSOP.
• Post-implementation support to coah stations compliance to SOP/eSOP.
• Facilitate the KPI measurement and regular business review setup for the account owner can keep the business up and running.
• Initiate customer programs to enhance services quality, resolve persistent KPI / services failure, support customer EDI integration.
• Lead global initiatives of process standardization and continuous process improvement for deployment in regions and countries.

Requirements

• Degree holder in Engineering, Logistics, Supply Chain Management or related disciplines
• At least 5 years solid operational, key account management experience or, project management experiences in freight forwarding industry
• Customer business or system implementation experience in logistics industry is a plus
• In-depth understanding of worldwide sea/air/road freight operations and supply chain automation
• Strong analytical skills, structured thinking ability, detail-minded and good interpersonal skills
• Ability to see the bigger picture both from commercial/customer and operational/internal perspectives
• Ability to work with stakeholders at all levels of the business and customer organizations to drive for progress
• Capable of communicating and collaborating with stakeholders/working partners of different countries/regions, backgrounds, cultures and roles
• Strong business acumen and agile in change management
• High degree of accountability, results driven and get things well done mindset
• Able to work in a fast-paced environment and confidence to be performing strong
• Good command of spoken and written English, Mandarin and Cantonese
• Proficiency in MS Office
• Knowledge to CargoWise, SAP or TRAX systems is a plus
• Business Travel is expected

If you have the energy and qualifications to add to our velocity, Please visit KLN Company Webpage to apply or send your CV with your present and expected salary to Human Resources & Administration Department by clicking Quick Apply.

We are an equal opportunity employer and welcomes applications from all qualified candidates. All personal data will be kept in the strictest confidence and will be used for recruitment purpose only. All applicants maybe considered for other suitable positions in KLN Logistics Group Limited. All personal data of unsuccessful candidates will be destroyed.

Responsibilities

• Gain and maintain a thorough understanding of the full claims' lifecycle within the organization.
• Review all requests for claim rules, clear data and claim exceptions, and ensure deficiencies are structured correctly
• Responsible for analyzing claims, business contracts, products feature and interpreting customer's policies
• Responsible for implementing changes to enhance claims accuracy, efficiency, and customer experience
• Maintain clear and well-documented records of rule changes and process updates for reference purposes.
• Prepare and deliver presentations to communicate findings, updates and showcasing to internal/external teams.
• Responsible for guiding the BAU team through the UAT process and actively participate in UAT alongside the team to validate system functionality and ensure business requirements are met.

Qualifications, Training and Experience

• University degree in Business Administration or relevant disciplines.
• 2 years of experience in business analysis and process improvement
• 1 year of medical claim experiences
• Experience in processing medical claims and with customer services experience and industry knowledge in insurance E-platforms will be an advantage
• Good communication and interpersonal skills, with the ability to build strong working relationships across teams.
• Strong team player, able to work independently and under pressure
• Self-driven, analytical and detail-oriented with strong problem-solving capabilities.
• Strong sense of responsibility with high level of integrity and trust
• Sound PC skills in MS Word, Excel, PowerPoint

Bupa offers 5 days' work per week and comprehensive remuneration packages including base salary, study assistance plan, company pension plan, life and medical benefit, dental benefit, annual leave, examination leave, etc.

Bupa is an equal opportunity employer and welcomes applications from qualified candidates. Information provided will be treated in strict confidence and only be used for consideration of application with Bupa.

Personal data collected will be used for recruitment purposes only. Bupa will be in touch for any opportunities that matches your profile. All personal data of unsuccessful application will be destroyed 24 months from the date of receiving the application. Full version of Data Privacy Notice available upon request.

About FWD Group

FWD Group (1828.HK) is a pan-Asian life and health insurance business that serves approximately 34 million customers across 10 markets, including BRI Life in Indonesia. FWD's customer-led and tech-enabled approach aims to deliver innovative propositions, easy-to-understand products and a simpler insurance experience. Established in 2013, the company operates in some of the fastest-growing insurance markets in the world with a vision of changing the way people feel about insurance. FWD Group is listed on the main board of the Hong Kong Stock Exchange under the stock code 1828.

For more information, please visit

For more information about FWD Hong Kong, please visit

.

Job Summary

We are seeking an experienced and dynamic Director to lead our project management team in Life Operations. The ideal candidate will have a proven track record of successfully managing complex projects, driving strategic initiatives, and leading cross-functional teams. This role requires exceptional leadership, communication, and organizational skills to ensure the successful delivery of projects on time, within scope, and within budget.

The Job

• Lead and oversee the project management team, providing guidance, mentorship, and support to ensure high performance and professional growth
• Develop and implement project management strategies, methodologies, and best practices to enhance project delivery and efficiency
• Collaborate with senior leadership and Group Office to define project goals, objectives, and success criteria, aligning them with the company's strategic vision
• Manage the end-to-end project lifecycle, from initiation and planning to execution, monitoring, and closure
• Ensure effective resource allocation, risk management, and stakeholder communication throughout the project lifecycle
• Monitor project progress, identify potential issues, and implement corrective actions to keep projects on track
• Foster a culture of continuous improvement, encouraging innovation and the adoption of new technologies and processes
• Build and maintain strong relationships with internal and external stakeholders, ensuring clear communication and alignment on project objectives
• Prepare and present project status reports, performance metrics, and recommendations to senior leadership
• Anchor system revamp and Operations transformation initiatives of Operations

The Person

• Bachelor's degree in Project Management, Business Administration, or a related field (Master's degree preferred)
• PMP, PRINCE2, or other relevant project management certification
• Minimum of 15 years of experience in project management, with at least 5 years in a leadership role
• Proven experience in managing large-scale, complex projects in banking or insurance fields
• Strong understanding of project management methodologies, tools, and software
• Demonstrated knowledge of Life Operations processes and an interest in latest technology and artificial intelligence
• Excellent leadership, communication, and interpersonal skills
• Ability to think strategically and execute tactically
• Strong problem-solving and decision-making abilities
• Ability to work effectively in a fast-paced, dynamic environment

We offer 5-day work, 20-22 days annual leaves, excellent learning & development opportunities and an attractive package to the right candidate.

Information collected will be treated in strict confidence and used solely for recruitment purpose. The company will retain all applications no longer than 24 months of which will be destroyed thereafter. When there are vacancies in any of our subsidiaries, holding companies, associated or affiliated companies of, or companies controlled by, or under common control with the Company during that period, we may transfer your application to them for consideration of employment. We are an equal opportunity employer. We do not discriminate on the basis of race, sex, disability or family status in employment process.

Job title: Channel Excellence Manager
About The Job
We're an R&D-driven, AI-powered biopharma company committed to improving people's lives and delivering compelling growth. Our deep understanding of the immune system – and innovative pipeline – enables us to invent medicines and vaccines that treat and protect millions of people around the world. Together, we chase the miracles of science to improve people's lives.

Job Purpose

• The Channel Excellence Manager is responsible for Developing and implementing business strategies to achieve organizational goals and meet company KPIs.
• Develop and implement tailored account strategies to meet specific customer needs.
• Identify and pursue opportunities to expand business within existing accounts and acquire new clients, aligning efforts with company objectives to maximize potential.
• Conduct in-depth analyses and collaborate closely with the Macao team and cross-functional stakeholders to prioritize initiatives that unlock potential and maximize business opportunities in Macao
• Leverage data-driven insights to evaluate business performance across Sanofi/ total company, focusing on maximizing potential, recommending continuous improvements, and strengthening partnerships with key accounts.

Main Responsibilities

• Develop and implement channel sales strategies to achieve sales targets and company KPIs including to maintain sustainable growth of Carry-Over products in all channels
• Conduct in-depth analyses and collaborate closely with the Macao team and cross-functional stakeholders to prioritize initiatives that unlock potential and maximize business opportunities in Macao
• Create and maintain a product roadmap that outlines feature priorities and timelines
• Identify and pursue opportunities to expand business within existing accounts and acquire new clients, aligning efforts with company objectives to maximize potential
• Conduct thorough research to identify emerging market trends and opportunities
• Overseeing daily operations to ensure efficiency and effectiveness in processes while identifying opportunities for improvement
• Provide oversight and support to the sales team in forecasting to ensure alignment with company KPIs
• Identify and pursue new business opportunities, converting leads into clients
• Prepare and present compelling proposals and pitches to potential clients
• Leverage data-driven insights to assess overall business performance, with a focus on maximizing potential and recommending continuous improvements. This approach should not only enhance partnerships with key accounts but also engage the entire company, extending beyond the customer development team.
• Manage relationships with existing partners to maximize business opportunities.
• Monitor and analyse channel performance and provide insights and to formulate the right strategies.
• Formulate and evaluate the effectiveness of sales programs and price term, drive simplification in sales ordering process and define the right pricing strategy.
• Track and report on key performance indicators (KPIs) for channel sales.
• Manage channel budgets and allocate resources effectively.
• Collaborate with internal cross-functional team teams to drive flawless channel execution; resolve conflicts and issues that arise with channel partners.
• Develop and maintain a channel sales portal or platform.
• Share marketing intelligence, industry trends and best practices.
• Negotiate and finalize contracts with clients, ensuring favorable terms for the company
• Analyse customer data to identify trends and opportunities for improvement.

About You

• University graduate, preferably degree holder in science
• Possess at least 6 years of solid experience in sales management; 2 years of which should be at a supervisory level.
• Proactive in managing relationship with trade partners, pharmacists and HCP.
• Good communication, people management and negotiation skills
• Ability to develop long-term strategies for growth and market expansion
• Analytical thinking with strong planning and organizing capability.
• Be motivated to take on rigorous challenges with high level of energy, commitment, and drive.
• Strong understanding of sales processes, techniques, and best practices.
• Experienced and skilled at interpreting data, digging out relevant insights and transformed to business plan to drive growth.
• Excellent verbal and written communication for engaging clients and stakeholders
• Ability to manage multiple projects and initiatives simultaneously
• Independent, responsible, strong problem solving, decision-making and coaching skills.
• Demonstrate superior organizational and multi-tasking skills.
• Flexibility to adjust strategies based on changing market conditions
• Understanding of financial metrics and budgeting for informed decision-making.
• Hands on PC knowledge
• Good command of spoken & written English & Chinese (Cantonese)

Why choose us?

• Bring the miracles of science to life alongside a supportive, future-focused team.
• Discover endless opportunities to grow your talent and drive your career, whether it's through a promotion or lateral move, at home or internationally.
• Enjoy a thoughtful, well-crafted rewards package that recognizes your contribution and amplifies your impact.

Our Values
Aim Higher:
Focus on what matters, set high standards and move with urgency to deliver at speed. Learn from setbacks to achieve tomorrow's breakthroughs.

Act for Patients:
Improving patients' lives drives everything we do, every day. We aim for simplicity and partner with others to go faster and further for patients. We eliminate barriers to access.

Be Bold:
Take thoughtful risks, seize opportunities and think beyond what's possible to accelerate our science and drive compelling growth.

Lead Together:
Build trust and collaborate openly on our shared goals, celebrate collective wins and foster a sense of belonging.

null
Pursue
Progress
.
Discover
Extraordinary
.

Join Sanofi and step into a new era of science - where your growth can be just as transformative as the work we do. We invest in you to reach further, think faster, and do what's never-been-done-before. You'll help push boundaries, challenge convention, and build smarter solutions that reach the communities we serve. Ready to chase the miracles of science and improve people's lives? Let's Pursue Progress and Discover Extraordinary – together.

At Sanofi, we provide equal opportunities to all regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, protected veteran status or other characteristics protected by law.

Purpose of Position

• As a Senior Associate/Associate within our retail team, you'll directly report to the Global Retail Operations Manager, acting as a pivotal liaison between regional teams and headquarters. You'll enhance our retail operations by conducting analysis, identifying insights, and devising and executing retail programs across regions. Your main responsibilities will include business analysis, process and program design and implementation, communication, project execution, and associated administrative tasks.

Job Description

• Support the implementation of retail best practices and operational standards across global markets.
• Collaborate with regional teams to ensure alignment on retail priorities, KPIs, and execution timelines.
• Track and follow up on key retail initiatives and projects, ensuring timely progress and smooth cross-functional coordination.
• Assist in the analysis of store performance, customer feedback, and operational KPIs to identify trends and areas for improvement.
• Support the development of action plans with regional retail teams to drive sales, elevate customer experience, and improve operational efficiency.
• Monitor the execution of promotional campaigns and retail activations, ensuring consistency with brand guidelines and global standards.
• Act as a liaison for regional teams, addressing operational queries, providing tools and resources, and promoting best practice sharing.
• Assist in conducting regular audits and store assessments to ensure compliance with company policies and local regulations.
• Contribute to the preparation of reports, dashboards, and presentations that communicate performance insights and project updates to management.
• Participate in projects related to retail tools, systems, and data accuracy improvement to support operational excellence at scale.

Requirement

• Bachelor's degree in related fields.
• 2+ years of related working experience, working experience in global or regional multi-store management and operations is highly preferred.
• Effective in planning, collaborating, and delivering results in fast-paced environments.
• Previous experience in retail operations, customer service, or a related field is a plus.
• Analytical, resourceful, collaborative, agile, and results oriented.
• Passion for analysis, people, technology, fashion, and lifestyle brands.
• Proficient in using analytical tools, such as Excel, and reporting/BI tools.
• Proficient in verbal and written English, Cantonese/Chinese.

We offer an attractive salary + benefits package including occasional outing with teams. Ready to join the team? Email your resume & expected salary to us

Any personal data provided will be used for recruitment related purposes only and will be treated in strict confidence.

About the Job

The Retail Excellence Manager is accountable for driving overall retail excellence objectives and leading the development of frontline teams across international markets. This includes developing new or reviewing existing Standard Operating Procedures (SOPs), executing group-level guidance, ensuring its accurate implementation across diverse regions, and delivering best-in-class client service, such as service excellence, KPI performance, inventory handling, retail operations, client telling, and coaching. The position plays a critical role in balancing global standards with local execution, ensuring consistent and high-impact retail performance across all international markets.

Key Responsibilities

• Develop and drive retail excellence in market level.
• Monitor KPIs to improve / exceed performance for markets.
• Develop and review key retail SOPs, or streamline current ones in order to improve efficiency and operation for markets.
• Lead and monitor MSP results or other similar programs.
• Analyze market trends and competitors' activities.
• Collaborate with other departments on other initiatives or projects.
• Lead Training Managers to support the development of frontline teams.
• Design and deliver training programs that elevate client service standards.
• Ensure accurate implementation of group-level service and coaching frameworks.
• Expand training scope to cover additional operational areas as required.

Requirements

• Bachelor's Degree.
• 8 years of experience in retail excellence /retail operations role, preferably in luxury retail or MNC.
• Familiar with retail store operations and inventory management.
• Knowledge of KPIs and had proven record in achieving goals.
• Strong analytical skills and communication skills.
• Computer skill literacy – excel (vlook/ pivot table) and PowerPoint.
• Agile and able to adapt to a fast-paced / dynamic work environment.
• Excellent in written and spoken English and Chinese (include Mandarin).

We offer excellent career opportunities, attractive remuneration package & benefits to the right candidate.
Interested parties please apply by clicking "Apply" with a full resume.

All information collected will be used for recruitment purposes only.

About the Job

The Retail Excellence Manager is accountable for driving overall retail excellence objectives and leading the development of frontline teams across international markets. This includes developing new or reviewing existing Standard Operating Procedures (SOPs), executing group-level guidance, ensuring its accurate implementation across diverse regions, and delivering best-in-class client service, such as service excellence, KPI performance, inventory handling, retail operations, client telling, and coaching. The position plays a critical role in balancing global standards with local execution, ensuring consistent and high-impact retail performance across all international markets.

Key Responsibilities

• Develop and drive retail excellence in market level.
• Monitor KPIs to improve / exceed performance for markets.
• Develop and review key retail SOPs, or streamline current ones in order to improve efficiency and operation for markets.
• Lead and monitor MSP results or other similar programs.
• Analyze market trends and competitors' activities.
• Collaborate with other departments on other initiatives or projects.
• Lead Training Managers to support the development of frontline teams.
• Design and deliver training programs that elevate client service standards.
• Ensure accurate implementation of group-level service and coaching frameworks.
• Expand training scope to cover additional operational areas as required.

Requirements

• Bachelor's Degree.
• 8 years of experience in retail excellence /retail operations role, preferably in luxury retail or MNC.
• Familiar with retail store operations and inventory management.
• Knowledge of KPIs and had proven record in achieving goals.
• Strong analytical skills and communication skills.
• Computer skill literacy – excel (vlook/ pivot table) and PowerPoint.
• Agile and able to adapt to a fast-paced / dynamic work environment.
• Excellent in written and spoken English and Chinese (include Mandarin).

We offer excellent career opportunities, attractive remuneration package & benefits to the right candidate. Interested parties please apply by clicking "Apply" with a full resume.

All information collected will be used for recruitment purposes only.