Reports to: Service Delivery Leader – Global Support Utility

The job holder plays crucial roles in identifying, assessing and managing risks that could impact to Customer Care operations.

• Identify and Evaluate Operational Risks - Conduct risk assessments, process reviews, and data analysis to uncover potential risks in Customer Care operations
• Collaborate with Stakeholders - Work with relevant teams to identify risk exposures and ensure comprehensive risk assessment and mitigations
• Develop and Implement Customer Care Risk Management Frameworks - Create and roll out risk management policies, procedures, and frameworks for Customer Care teams, provide ongoing support and guidance
• Monitor and Report on Risk Metrics - Perform audits, monitor risk indicators, and report findings to ensure continuous improvement
• Stay Updated on Industry Practices - Keep abreast of emerging risks, regulatory requirements, and best practices in operational risk management
• Coordinate Audit and Regulatory Reviews - Participate in regulatory meetings/workshops, review relevant documents, and coordinate among CCD hubs and satellite sites to ensure CCD procedures are in full compliance with regulatory requirements and meet IATA standards
• Handle Audit Reviews - Handle audit reviews initiated by Internal Audit Department, collect feedback and evidence, challenge findings, and implement remedial actions within Customer Care operations
• Lead Business Continuity Planning (BCP) - Conduct business impact analyses to identify critical processes, dependencies and recovery time objectives. Develop, maintain and own the Customer Care BCP documents, communicate plans, and lead drills to ensure readiness
• Coordinate Emergency and Accident (E&A) Plan - Collaborate with Group Safety and Operational Risk Management team to set up, maintain and be the owner of E&A plans for Customer Care. Represent CCD to take part in E&A exercise, and coordinate activation of the Family Call Centre when corporate E&A incidents is declared
• Support Continuous Improvement - Review incidents, identify lessons learned, update relevant documentations, and drive ongoing enhancements in risk management

• Solid working experience in Contact centre risk management area
• Tertiary educations are desirable
• Excellent verbal and written communication skills across internal and external organization
• Strong interpersonal skills and ability to interface with all levels
• Strong problem solving and analytical skills
• Computer literacy with knowledge in Microsoft Office
• Be able to work independently
• Duty travel may be required

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.