Senior Operation Manager

Responsibilities

• Oversee and manage the day-to-day operations of the eMPF Service Centres and Contact Centre teams to ensure smooth, efficient, and compliant service delivery.
• Lead and coordinate User Acceptance Testing (UAT), system enhancements, and end‑to‑end operational trial runs for both new and existing eMPF Centres.
• Coordinate with different department on system and workflow facilitation 
• Support the setup of new centres/teams, including facility preparation, equipment installation, resource planning, and participation in recruitment and onboarding processes.
• Supervise the Contact Centre team, including handling complex customer cases, escalations, and investigations while ensuring adherence to pension-related regulatory requirements.
• Assist in maintaining and updating audit programs; prepare and complete audit documentation and conduct regular service audits to ensure compliance with company policies, MPFA guidelines, and internal control standards.
• Prepare and consolidate daily operational logs, performance reports, exception reports, and management escalations.
• Take full ownership of operational issues across both service centre and contact centre operations and manage ad‑hoc assignments from management in a timely and effective manner.
• Provide coaching, guidance, and performance oversight to support continuous improvement in service quality, operational efficiency, and team development.
• Develop, implement, and monitor key performance indicators (KPIs) to measure success.
• Share insights and perspectives on complaint cases with the China Contact Center Team to uplift their service and enhance overall performance.

Requirements

• University degree holder in any discipline.
• Minimum 10 years of relevant experience in MPF, Insurance, Pension, or Financial Services operations, with strong managerial and frontline operations leadership experience.
• Solid understanding of MPFA, SFC, and pension regulatory requirements.
• Strong knowledge of pension administration processes, customer care operations, complaints handling, and investigations.
• Excellent command of written English, with strong reporting, presentation, and analytical skills.
• Mature, detail-oriented, proactive, and capable of working under minimal supervision.
• Strong interpersonal and communication skills, with proven ability to lead, supervise, and develop teams.
• Possession of SFC or MPF intermediary licences is an advantage.