Pak Hei Mick Chan

Directly reporting to the General Manager - Assurance Management, I am responsible for ensuring compliance with company policies and procedures, acting as a key point of contact for client queries, managing relationships effectively, resolving issues promptly, collaborating with cross-functional teams to drive continuous improvement initiatives, enhancing operational efficiency, conducting regular performance evaluations, identifying training needs to foster professional development, and proactively monitoring industry trends and regulatory changes to maintain a competitive edge while ensuring adherence to best practices.

Reporting to the Chief Corporate Safety Manager - Assurance & Compliance, I am responsible for developing and implementing a technical analysis and trend monitoring system on corporate safety and health performance, as well as providing administrative, technical, logistics support, and promoting corporate safety and health events.

Reporting to the Manager-Customer Experience Enhancement, I am responsible for supporting the day-to-day content operations of the mobile app to drive deep engagement with customers and achieve business objectives. I also assist in liaising with internal and external parties to prepare digital content, regulate content schedules, and implement enhancements to continuously optimize the content management process. Additionally, I monitor users' feedback and market trends in digital content, support regular customer surveys, acquire relevant third-party business alliances to enrich the mobile app's content, and assist in implementing various mobile app enhancements.

• Liaise and coordinate with Government Departments in the implementation of joint service initiatives on railway premises
• Initiate and consolidate the C&R Works budgets to enhance passenger service quality and experience in rail operation
• Follow up on security measures endorsed by Corporate's Security Panel

• Station supervision, handling incidents and operation recovery.
• Deliver good customer service, including answering passenger enquiries.
• Responsible for the safety and efficiency of station operation.
• Controlling fare collection system.

• Provide proactive customer services at the station concourse and platform area, including assisting passengers boarding or alighting from trains, answering passengers’ enquiries and performing crowd control duties.

• Check and process passengers' travel documentation and baggage.
• Marshall passengers or crews onto or off aircraft.
• Deal with suspicious matters, disruption and irregularities.