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Job Description:
The Associate Director, Operations is accountable for ensuring the smooth and efficient running of day-to-day Wealth & Pensions operations in the post-eMPF onboarding environment, while contributing to the long-term success, sustainability, and scalability of the operating model. The role leads the residual Mandatory Provident Fund operations, performs and oversees SME-level AML controls and validation for enrollment, contribution, transfer-in / transfer-out, and termination-related documents, and manages document handling, customer correspondence, system and non-system exceptional cases, complaints, court cases, and referrals from the Mandatory Provident Fund Schemes Authority in relation to administrative processes and client requests. The role also coordinates with the eMPF Platform for case follow-up and completion, supports Sun Life Trustee governance over eMPF Platform administrative performance and quality, participates in business initiatives and projects to support business growth and customer journey enhancement, and drives operational transformation by streamlining non-value-added activities, strengthening controls and integration.
Accountabilities
- Lead the consolidated post-eMPF residual operations teams by setting operating priorities, monitoring service performance, managing daily workflow, resolving capacity bottlenecks, and ensuring enrollment, contribution, transfer-in / transfer-out, termination, document handling, customer correspondence, and case completion 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 and residual enrollment processes, contribution setting validation for employer and employee mandatory contributions, voluntary contributions and vesting scale setup, transfer-in / transfer-out exception validation, and termination-related document checks, ensuring exceptions and hit cases are escalated, remediated, and embedded into stronger control and process disciplines.
- Oversee exceptional case handling by managing issue identification, triage, escalation, root cause analysis, service recovery, customer correspondence, and management reporting, including fact finding and investigation for client complaints, court cases, and Mandatory Provident Fund Schemes Authority referral cases relating to administrative processes and client requests.
- Coordinate with the eMPF Platform and support Sun Life Trustee governance by following up system and non-system exception cases through to completion, monitoring administrative performance and quality, escalating material issues, and driving operational transformation through the removal of non-value-added activities, process simplification, productivity uplift, and integration.
- Lead, mentor, and develop operations professionals by managing personnel, budgets, expenses, workload, and other resources effectively, while participating in business initiatives and projects to support business growth, customer journey enhancement, regulatory adherence, operating model sustainability, and business scalability.
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, with 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, administrative process investigations, business initiatives, customer journey enhancement, process improvement, productivity uplift, team integration, resource planning, and cross-functional stakeholder management is required.
- Relevant pensions, insurance, AML / compliance, project management, process improvement, or risk management qualifications are preferred.
- University degree in business, finance, operations management, pensions, insurance, compliance, risk management, or a related discipline
Job Category:
Customer Service / Operations
Posting End Date:
09/08/2026
