Senior Administrator

The Company Our client is a leading Australian Financial Services company specializing in ORSO & Pension funds. They are engaged in a strategic partnership with an instantly recognizable global bank to oversee the largest ORSO service solutions in Hong Kong. The Role The Senior Administrator provides expert processing of administration work across a range of functions. The Senior Administrator will resolve complex issues beyond the skills, knowledge or authority of other team members. The Senior Administrator is also a reference point for other staff members for any escalated service issues. A customer centric focus will be required to achieve premium customer service through accurate and timely quality review of work items. This role is also responsible for the training and coaching of other team members for the development of their skills, and acting as a role model for team members Strategic Focus

• Provide superior service to schemes, members and other stakeholders meeting service and quality standards
• Undertake authorising and quality assurance (QA) of all work completed by the team to monitor quality and identify training needs to improve quality/efficiencies to the Team Leader
• Act on all work-related matters with minimal escalation to your Team Leader/Manager
• Complete assigned administration tasks within agreed service standards and quality measures including but not limited to processing, authorising and follow ups
• Ensure commitment to Link Core Values

Operational Management

• 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
• Proactively address system issues, making recommendations and participating in projects across the team
• Assist the Team Leader in rostering of staff to ensure adequate coverage for daily/weekly operations
• Allocation of work to ensure effective operation of the team
• Maintenance of end to end processing and ensuring the updating of procedures to reflect changes
• Training of new staff members using the training and coaching tools

People Leadership

• 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.
• Be a role model for staff in respect to management style and leadership
• Staff development -provide proactive coaching, mentoring and performance improvement for team members
• Develop and maintain effective working relationship with key scheme team staff and other relevant internal company contacts
• Maintain open and regular communication with key business stake holders

Governance & Risk

• Comply with legislative (e.g. MPFA) obligations, including the maintenance of up-to-date self-development of required skills and scheme knowledge
• Action any formal complaint requests for information within 24 hours of receipt
• Assist the Team Leader with Scheme and Link auditing requirements

Your Profile:

• A minimum of 5 years' working experience in corporate or professional service environment
• Higher diploma or above in any disciplines
• Intermediate knowledge of MS Office and other software packages
• Previous experience in processing high volumes of data
• Excellent accuracy and attention to detail
• Proven ability to solve complex problems and deliver innovative solutions
• Demonstrated customer focus with the ability to collaborate with others to achieve desired outcomes
• Proven ability to prioritise and time manage multiple tasks to meet tight deadlines
• Proficient communication skills, both written and verbal in English and Cantonese
• Proven track record of reliability and punctuality in a structured environment
• Strong ability to maintain composure, demonstrate empathy and resilience when handling difficult or sensitive cases or customers
• Demonstrated positive attitude towards learning new skills

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