Assistant Manager, Operations

Job description

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.