Money Moves MPF company dedicated to service excellence by Isabella Lee In the opinion of Ka Shi Lau, managing director and CEO of Bank Consortium Trust Company Limited (BCT), human capital is one of the most valuable assets for any employer. "For a business like ours, a lot depends on having a workforce which can maintain high standards, both in the scope of operation and customer services," Ms Lau says. As a specialist company acting as trustee, administrator and custodian for provident funds, BCT currently serves about 500,000 members and has assets of nearly HK$180 billion under management. To deal with this number of clients and their various demands requires an enhanced level of customer service. "We keep developing the IT platforms to allow for more flexible fund and scheme administration, so that clients can benefit from the efficiencies that technology brings," Ms Lau explains. She adds that web access is one way of delivering investor education programmes, but notes that BCT also runs seminars and presents regular fund performance reports to keep investors well informed. An upgraded website with enhanced functions and comprehensive MPF information is now under construction, while the existing interactive telephone system is also being improved. If they prefer, clients can also visit a new customer service centre to discuss MPF-related issues in person and obtain professional advice appropriate to their needs. "To achieve the goal of providing quality service and to cope with business expansion, we need to strengthen our workforce from time to time," Ms Lau says. In particular, there is consistent demand for candidates to fill positions in different streams such as fund administration, audit and accounting, and customer service. For managerial roles, high-calibre candidates should be able to demonstrate leadership, vision and a passion for the industry. "We encourage staff to work as a team and build close bonds," she adds. "There are regular recreational events for employees, and their families are also welcome to take part." Having been recognised as a "caring company" by the Hong Kong Council of Social Service several times, BCT always encourages staff to participate in community and charity activities, and firmly believes that it is a matter of corporate social responsibility to create a better society. "Since 2003, our teams of volunteers have been working with various social service organisations to help different community groups in Hong Kong," Ms Lau says. "We believe that this kind of community involvement benefits staff in the sense that, by having closer contact with a wider range of people, especially the less fortunate, they gain different perspectives on the world we live in." Taken from Career Times 17 November 2006, p. A2 Your comments are welcome at [email protected]