Senior HR Contact Centre Representative
Manulife — Hong Kong
Posted 2026-08-24
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 Partne