Assistant Manager - Retirement Operations

To provide effective operational leadership, planning and staff development to the team. This role will be responsible for driving high team performance, ensuring delivery in accordance with agreed SLAs and ensure that work produced by the team meets defined quality standards.

Key Accountabilities and main responsibilities

Strategic Focus

• Responsible for building high performing teams to ensure service levels are met and to prioritise and adapt work to align with organisational goals.
• Work in partnership with the broader leadership team to drive strategic direction and provide effective leadership.
• Deliver and champion continuous improvement initiatives to ensure that best practice is incorporated into the business
• Establish and maintain strong working relationships with key internal and external stakeholders, to ensure alignment with and delivery of customer centric solutions against the overall strategy
• Support the implementation and embedding of any strategic initiatives to improve quality, performance and efficiency of the teams to facilitate best practice claims service for members
• Contribute towards the development, implementation and management of the division’s strategies to meet MUFG Pension & Market Services’ corporate objectives.

Operational Management

• Support the effective use of Resource Planning and Workforce Planning & Quality tools to ensure optimal utilisation of resources with focus on individual and team performance accountability
• Perform administrative work including enrolment, contribution, termination and switching for Occupational Retirement Schemes Ordinance schemes 
• Perform checking on regular reports to clients and members 
• Ensure delivery of accurate and timely data inputs  
• Monitor quality and efficiency of workflow activities to ensure SLA’s and overall team targets are achieved 
• Handle follow-up requests and complaints from members, employers, fund managers, external trustees and authorities. Escalate to senior upon finding irregularities.
• Perform checking on regular reports to clients and members 
• Maintain effective communication to ensure that team members are kept up to date with any changes to procedures, legislation, or corporate issues
• Provide superior service to all stakeholders by ensuring service level agreements and quality standards are met.
• Participate and complete pre and post system testing of enhancements on an as needed basis
• Rostering of staff to ensure adequate coverage for daily/ weekly operations
• Pensions statutory and internal statistical reporting
• Allocation of work to ensure effective operation of the team
• Assist Manager in performing other ad-hoc duties and projects, and serve as cross support for other Teams as needed

People Leadership 

• Drive organizational culture where employees are engaged and motivated through demonstrated leadership effectiveness
• Actively develop team members to performance in role, set goals and develop clear plans to achieve their personal goals and overall business objectives;
• Plan and manage workload of subordinates and share best practices across teams
• Deliver consistent leadership practices, behaviors and principles including 1:1 meetings, coaching, reward and recognition focus, expectation setting and performance development.
• Provide ongoing support, development, training and mentoring to team members
• Participate in and adhere to the Performance Management process and be proactive in identifying and addressing training needs for team members
• Support the development of new procedures and updates to existing procedures, including the identification and facilitation of appropriate training 
• Provide technical and scheme knowledge to the team to ensure team goals are achieved and service standard requirements met. Keep abreast of all changes to scheme business rules and legislative changes.

Governance & Risk

• Driving delivery of projects and ad-hoc tasks while ensuring full compliance with relevant Legislations and Regulations
• Support a strong culture of good conduct and compliance within the team of adherence to legislative, compliance, policy and procedural requirements
• Support the development of a risk management culture, and effectively limit risk exposure to MUFG Pension & Market Services with strategies to mitigate risk
• Ensure total compliance with statutory regulations including the mitigation of operational risk through the effective use of the incident management framework
• Leverage expertise to ensure that regulatory frameworks and compliance requirements are met, with adequate controls place

The above list of key accountabilities is not an exhaustive list and may change from time-to-time based on business needs.

Experience & Personal Attributes

• Minimum 5 years of pensions fund administration experience
• Proven people leadership experience and skills
• Strong knowledge of Pensions regulations
• Proven ability to provide effective leadership within a team, including mentoring, coaching and development of the team to achieve individual and team objectives
• Ability to identify and resolve issues escalated by the team
• Strong organisational and planning skills with the ability to manage conflicting priorities and ensure SLA’s are met
• Excellent interpersonal, relationship management and presentation skills
• Ability to prioritise and manage conflicting priorities
• Strong interpersonal and communication skills in a team leadership position
• Intermediate knowledge of MS Office and other software packages
• Good command of English and Chinese
• *Please note, work visa sponsorship will not be provided