Assistant Manager, Operations

Position: Assistant Manager, Operations

Division: Operations

About the Role

We are seeking a dynamic and experienced professional to oversee operational support and drive service excellence for our eMPF business. This role is responsible for managing trustee relationships, enhancing operational processes, leading cross-functional initiatives, and ensuring compliance with MPF regulatory requirements.

The successful candidate will possess strong project management, analytical, and stakeholder management skills, with a passion for driving operational efficiency, service quality, and continuous improvement in a fast-paced and evolving environment.

Key Responsibilities

• Serve as the primary relationship manager for Trustees, providing end-to-end operational support, facilitating issue resolution, coordinating cross-functional teams, and recommending service enhancements to improve operational effectiveness and customer experience.
• Identify operational issues and process gaps, conduct root cause analysis, and drive the implementation of sustainable solutions and process improvements to enhance efficiency and mitigate operational risks.
• Participate in and lead operational projects and transformation initiatives aimed at improving service quality, operational efficiency, and business effectiveness through process optimization, data analysis, and risk assessment.
• Develop and implement innovative operational support models and best practices that improve operational performance, stakeholder experience, and employee engagement.
• Coordinate and drive cross-functional teams, governance forums, and project meetings to ensure successful implementation of business-as-usual (BAU) activities, system enhancements, and operational initiatives.
• Build and maintain strong working relationships with internal stakeholders, trustees, service partners, and regulatory bodies to ensure alignment on operational objectives and regulatory requirements.
• Prepare regular and ad hoc operational reports, performance analyses, management dashboards, and business insights to support decision-making and continuous improvement.
• Ensure operational processes comply with applicable regulatory requirements, internal policies, and risk management standards.
  
  

To Succeed in this Role

• Bachelor's degree in Business Administration, Finance, Accounting, Operations Management, or a related discipline.
• Minimum 5 years of relevant experience in operations, business analysis, accounting, project management, or process improvement. Experience within the MPF, pension, financial services, or regulated industries is highly preferred.
• Demonstrated experience in stakeholder management, project coordination, operational improvement, and problem resolution.
• Strong analytical and problem-solving skills with the ability to interpret data and provide actionable recommendations.
• Excellent communication and interpersonal skills, with a strong command of spoken and written English and Chinese (Cantonese and Mandarin preferred).
• Advanced proficiency in Microsoft Excel (Pivot Tables, VLOOKUP/XLOOKUP, SUMIF, data analysis functions), PowerPoint, Word, and Outlook.
• Self-motivated, highly organized, detail-oriented, and proactive, with a strong sense of ownership and accountability.
• Able to work effectively in a dynamic, fast-paced environment and manage multiple priorities under tight timelines.
• Experience in process automation, workflow optimization, or digital transformation initiatives would be an advantage.