About this role
<p><strong>Responsibilities</strong></p> <ul> <li>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.</li> <li>Lead and coordinate User Acceptance Testing (UAT), system enhancements, and end‑to‑end operational trial runs for both new and existing eMPF Centres.</li> <li>Coordinate with different department on system and workflow facilitation </li> <li>Support the setup of new centres/teams, including facility preparation, equipment installation, resource planning, and participation in recruitment and onboarding processes.</li> <li>Supervise the Contact Centre team, including handling complex customer cases, escalations, and investigations while ensuring adherence to pension-related regulatory requirements.</li> <li>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.</li> <li>Prepare and consolidate daily operational logs, performance reports, exception reports, and management escalations.</li> <li>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.</li> <li>Provide coaching, guidance, and performance oversight to support continuous improvement in service quality, operational efficiency, and team development.</li> <li>Develop, implement, and monitor key performance indicators (KPIs) to measure success.</li> <li>Share insights and perspectives on complaint cases with the China Contact Center Team to uplift their service and enhance overall performance.</li> </ul> <p><strong>Requirements</strong></p> <ul> <li>University degree holder in any discipline.</li> <li>Minimum 10 years of relevant experience in MPF, Insurance, Pension, or Financial Services operations, with strong managerial and frontline operations leadership experience.</li> <li>Solid understanding of MPFA, SFC, and pension regulatory requirements.</li> <li>Strong knowledge of pension administration processes, customer care operations, complaints handling, and investigations.</li> <li>Excellent command of written English, with strong reporting, presentation, and analytical skills.</li> <li>Mature, detail-oriented, proactive, and capable of working under minimal supervision.</li> <li>Strong interpersonal and communication skills, with proven ability to lead, supervise, and develop teams.</li> <li>Possession of SFC or MPF intermediary licences is an advantage.</li> </ul> <div> </div>