Senior Manager/Associate Director, Service Providers Management

  • Competitive
  • Hong Kong
  • Permanent, Full time
  • Manulife Hong Kong
  • 16 Nov 18

Senior Manager/Associate Director, Service Providers Management

Are you looking for unlimited opportunities to develop and succeed? With work that challenges and makes a difference, within a flexible and supportive environment, we can help our customers achieve their dreams and aspirations.

Job Description
The incumbent is accountable for assisting in the establishment of a performance management framework for various service providers contracted by MPFTC for providing services in respect of the MPF business and assisting in the monitoring of the performance level of all the service providers in delivering their duties and responsibilities.


  • Assist in developing a performance management framework for monitoring the services delivered by the various service providers in meeting their responsibilities and commitments in the agreement.
  • Set up and implement a monitoring process to ensure the service providers to strictly comply with the regulatory requirements in respect of the functions performing for MPFTC to discharge its regulatory obligation in outsourcing its services to the providers.
  • Establish KPIs or performance matrix to evaluate and monitor the performance of each service provider and help identify mechanism to enhance the service quality which enables MPFTC to improve the customer experience of the scheme members.
  • Conduct regular due diligence reviews on and/or site visits to the service providers to ensure they deliver the expected quality that help MPFTC to carry out its fiduciary duties and obligations on scheme members.
  • Identify underperformance of the service providers. Review the remedial plans and actions suggested by the providers and keep close monitoring on the deliverables and improvement actions that address the identified weaknesses.
  • Collaborate closely with the Risk Management Team of MPFTC on identifying potential risks related to the services delivered by the providers and putting in place mitigation plans for addressing such risks.
  • Undertake tasks as assigned by the Director of Control & Risk Management of MPFTC.

Experience and Qualifications:
  • University degree preferably in Business Administration
  • Over 5 years relevant experience, preferably in the MPF industry (having strong connection with industry stakeholders will be an advantage)
  • Extensive knowledge of Hong Kong MPF/ORSO system and the legislative requirements

  • Strategic thinking
  • Strong political savviness
  • Personal effectiveness
  • Strong communication and interpersonal skill
  • Customer focus
  • Ability to work on multi-tasks and meet tight deadlines
  • Excellent PC skills, especially with Microsoft Excel and Powerpoint presentation

If you are ready to unleash your potential it's time to start your career with Manulife/John Hancock.

About Manulife
Manulife Financial Corporation is a leading international financial services group that helps people achieve their dreams and aspirations by putting customers' needs first and providing the right advice and solutions. We operate as John Hancock in the United States and Manulife elsewhere. We provide financial advice, insurance, as well as wealth and asset management solutions for individuals, groups and institutions. At the end of 2016, we had approximately 35,000 employees, 70,000 agents, and thousands of distribution partners, serving more than 22 million customers. At the end of 2016, we had $977 billion (US$728 billion) in assets under management and administration, and in the previous 12 months we made almost $26 billion in payments to our customers.

Our principal operations are in Asia, Canada and the United States where we have served customers for more than 100 years. With our global headquarters in Toronto, Canada, we trade as 'MFC' on the Toronto, New York, and the Philippine stock exchanges and under '945' in Hong Kong.

Manulife is committed to supporting a culture of diversity and accessibility across the organization. It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will consult with applicants contacted to participate at any stage of the recruitment process who request an accommodation. Information received regarding the accommodation needs of applicants will be addressed confidentially.