Senior HR Contact Centre Representative

Manulife • Full Time • Hong Kong, HK • 17h ago

We are seeking a service‑oriented HR professional to join as a Senior HR Contact Center Representative. You will serve as a frontline support partner for colleagues. In this role, you will be the first point of contact for HR inquiries, providing clear guidance, resolving cases efficiently, and ensuring a consistent, high‑quality employee experience. You will leverage HR systems and tools to manage inquiries and contribute to ongoing process and service enhancements across the employee lifecycle.

Position Responsibilities

Serve as the first point of contact for colleague HR inquiries across multiple channels, meeting established service level standards
Provide accurate and timely guidance on HR policies, programs, employee lifecycle processes, and systems
Resolve Tier 1 and Tier 1B cases independently, escalating complex, sensitive, or high-risk issues as appropriate
Deliver a consistent, high-quality colleague experience during key employee moments
Utilize HR systems, case management tools, and AI-enabled solutions to research, resolve, and document cases accurately
Set clear expectations on resolution timelines and provide timely follow-up to colleagues
Partner with People Partners and Centers of Expertise (COEs) to ensure end-to-end case resolution
Contribute to knowledge base maintenance by identifying gaps and recommending content updates
Participate in quality monitoring activities and ensure compliance with policies, procedures, and service standards
Identify trends and opportunities for process, service, and experience improvements

Required Qualifications

Bachelor’s Degree preferred
Minimum of 2 years’ experience in HR shared services, contact center, or customer support environment
Strong knowledge of HR processes with the ability to handle confidential information using sound judgment
Excellent verbal and written communication skills with strong problem-solving abilities
Proficient in Microsoft Office and comfortable working across multiple systems and technologies

When You Join Our Team

We’ll empower you to learn and grow the career you want.
We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.
As part of our global team, we’ll support you in shaping the future you want to see.

About Manulife And John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html.

Manulife is an Equal Opportunity Employer

At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact hr@manulife.com.

Working Arrangement

Hybrid

Similar Jobs

Manager, People Talent Acquisition & Onboarding

Prudential Hong Kong • Full Time • Hong Kong, HK • 18h ago

Human Resources / Office Administration Full Time

Prudential’s purpose is to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured, for our people,...

18h ago

Apply

Senior Human Resources Generalist

CATL • Full Time • Hong Kong, HK • 1d ago

Human Resources / Office Administration Full Time

About CATL CATL invites you to continue our legend of green energy! CATL is a World Fortune 300 Company, a global leader who provides premier EV battery and energy storage battery for the world. CATL's EV battery consump...

1d ago

Apply

CHO

Hayati® • Full Time • Hong Kong, HK • 1d ago

Human Resources / Office Administration Full Time

ob Overview： Lead the Company's global people strategy, including organisational design, executive talent acquisition, compensation architecture, performance management, and short&long-term incentive programmes. Bui...

1d ago

Apply

Organizational Development & Performance Expert

Gate • Full Time • Hong Kong, HK • 2d ago

Human Resources / Office Administration Full Time

About Gate Gate is a global digital asset exchange and Web3 ecosystem serving users across international markets. We operate in a fast-moving, technology-driven environment where strong organizational systems, clear acco...

2d ago

Apply

Talent Acquisition Specialist

BJAK • Full Time • Remote (Hong Kong, HK) • 2d ago

Human Resources / Office Administration Full Time

About A1 There are over 5 billion users using basic applications today such email, notes, tasks that are not AI-native. Our mission is to build a proactive smart assistant for everyday users to bring intelligence to conv...

2d ago

Apply

Associate, Talent Acquisition

BJAK • Full Time • Remote (Hong Kong, HK) • 2d ago

Human Resources / Office Administration Full Time

2d ago

Apply

Associate Specialist, Human Resources (Ref: 202627-13)

AEON CREDIT SERVICE (ASIA) CO., LTD. • Full Time • Hong Kong, HK • 3d ago

Human Resources / Office Administration Full Time

Company Overview AEON Credit Service (Asia) Co., Ltd was established in 1990 and listed on the Main Board of Hong Kong Stock Exchange since 1995 (stock code: 900). One of t...

3d ago

Apply

Senior Associate, Talent Acquisitions, Human Resources

CLSA • Full Time • Hong Kong, HK • 3d ago

Human Resources / Office Administration Full Time Human Resources

Position Description The Senior Associate, Talent Acquisitions will have the unique opportunity to work closely with the TA Associate Director and partner with the HRBP team for various recruitment projects and day to da...

3d ago

Apply

Senior HR Operations Specialist

Gate • Full Time • Hong Kong, HK • 3d ago

Human Resources / Office Administration Compliance Full Time Human Resources

About Gate Gate is a global digital asset exchange and Web3 ecosystem serving users across international markets. As the business continues to grow, we are strengthening our global HR operations to deliver scalable emplo...

3d ago

Apply

Human Resources Manager, School of Continuing Education

Hong Kong Baptist University • Full Time • Hong Kong, HK • 3d ago

Human Resources / Office Administration Full Time Human Resources Education

SCHOOL OF CONTINUING EDUCATION The School of Continuing Education, one of the seven Faculties/Schools of the University and a major provider of continuing and professional education in Hong Kong, offers a wide range of f...

3d ago

Apply