Associate DirectorSenior Manager, Operations

You are as unique as your background experience and point of view. Here youll be encouraged empowered and challenged to be your best self. Youll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day youll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do.

At Sun Life were driven by our Purpose: helping our Clients achieve lifetime financial security and live healthier lives. Our values shape how we work: caring authentic bold inspiring and impactful.

When you join Sun Life youll work with passionate colleagues and empowering leaders who support your growth and celebrate your contributions so you can make a meaningful difference in our Clients lives.

Discover how you can make a difference in the lives of individuals families and communities around the world.

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

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