Senior Manager/Associate Director, Pension Operations

The Senior Manager/Associate Director, Pension Operations, oversees the consolidated post-eMPF residual operations teams, ensuring efficient delivery of activities such as enrolment, contribution processing, transfers, terminations, document handling, and customer correspondence. This role supports regulatory compliance and aligns operational performance with the organisation's standards.

About the organisation
The organisation is active within the financial services industry, specialising in pensions, insurance, and related operations. It maintains a focus on regulatory compliance and operational excellence.

Role Overview
The role involves leading, mentoring, and developing operations professionals, managing resources and budgets, and driving process improvement initiatives. Success is measured by service delivery effectiveness, operational controls, and ongoing process transformation aligned with business growth and regulatory requirements. The position also entails coordination with platform governance and stakeholder management to optimise operational performance.

Key Skills & Experience

• Lead the consolidated post-eMPF residual operations teams by setting operating priorities, monitoring service performance, managing daily workflow, resolving capacity bottlenecks, and ensuring activities are delivered smoothly, efficiently, and in line with trustee, client, regulatory, and company expectations
• Execute and oversee SME-level AML controls and operational validation, including employer AML screening, residual enrolment, contribution validation, transfer exception validation, and termination-related document checks
• Oversee exceptional case handling by managing issue identification, triage, escalation, root cause analysis, service recovery, customer correspondence, and management reporting
• Coordinate with the eMPF Platform and support trustee governance by following up system and non-system exception cases, monitoring performance, escalating issues, and driving operational transformation
• Lead, mentor, and develop operations professionals while managing personnel, budgets, expenses, workload, and resources effectively

Requirements

• University degree in business, finance, operations management, pensions, insurance, compliance, risk management, or a related discipline
• Minimum 15 years of relevant experience in financial services operations, pensions, insurance operations, customer service, AML / operational controls, incident management, platform governance, complaint investigation, or transformation
• At least 5 years in people leadership or functional management
• Experience in Mandatory Provident Fund operations, post-eMPF operating model execution, trustee / platform coordination, employer AML screening, AML document validation, contribution setting validation, transfer exception handling, customer correspondence, service recovery, and exceptional case management is strongly preferred
• Experience handling client complaints, court cases, regulatory referral cases, investigations, process improvements, and stakeholder management is required

If you have the relevant skills and experience, please apply with an updated CV.