Company Introduction:
We’re home to Asia's most dynamic and vibrant capital markets.
Connecting capital, ideas, inspiration and innovation for deeper, more diverse and liquid global capital markets; providing greater choice and opportunity for our customers, each and every day.
HKEX is a purpose-driven company. Our commitment to the long-term development of our business and our markets is articulated in our purpose: "To Connect, Promote and Progress our Markets and the Communities they support for the prosperity of all."
Job Summary:
We are seeking a dynamic Assistant Vice President to lead our Hotline Services team within the Depository & Participant Services team under the Post Trade department of Operations Division. This team lead role is critical in ensuring the delivery of exceptional support to market participants across the cash and derivatives markets, while driving operational excellence, team development, and service innovation.
The successful candidate will oversee the hotline function and work closely with the Shenzhen hotline team, manage a team of service professionals, and act as a key liaison across departments to resolve complex operational issues. This role also involves leading service enhancement initiatives, managing stakeholder relationships, and contributing to cross-functional projects that support the organization’s strategic goals.
Job Duties:
- Lead, coach, and develop a high-performing hotline services team. Set clear performance expectations, foster a culture of accountability and continuous improvement
- Ensure timely and professional handling of participant enquiries via phone and email. Monitor service quality and implement measures to maintain high standards across all touchpoints.
- Drive the team’s digital transformation agenda by identifying opportunities to automate manual processes, implement new technologies, and enhance system capabilities to improve efficiency and scalability.
- Oversee the resolution of participant complaints and service dissatisfaction. Ensure root cause analysis is conducted and corrective actions are implemented to prevent recurrence.
- Collaborate with key stakeholders to resolve daily operational issues. Escalate and follow up on suggestions and complaints, ensuring feedback loops are closed and improvements are tracked.
- Identify and lead initiatives to streamline hotline operations and enhance service delivery. Champion innovation and drive adoption of best practices across the team.
- Design and deliver internal and external training programs on services, operational procedures, and new product offerings. Promote knowledge sharing and ensure readiness across stakeholders.
- Lead or contribute to cross-functional projects aimed at improving service infrastructure, participant experience, or operational efficiency. Provide strategic input and ensure timely execution of deliverables.
- Ensure hotline operations adhere to regulatory standards and control protocols. Strengthen risk awareness across the team and implement enhanced control measures to mitigate operational and reputational risks.
- Collaborate with Shenzhen Hotline team to ensure professional and consistent services are provided to market participants and work on continuous enhancement of our service model.
HKEX is committed as an Equal Opportunity Employer. Diversity is one of our core values and we look to support, respect diverse perspectives, abilities, culture and experiences within our workplace.
Location:
HKEX - Exchange Square
Shift:
Standard - 40 Hours (Hong Kong SAR)
Scheduled Weekly Hours:
40
Worker Type:
Permanent
