Vendor and Change Management Lead, Trustee Management Office
Kowloon City, Kowloon, HK
GCB 4
Role Purpose
The Vendor and Change Management Lead is a senior role responsible for managing and overseeing the appointed third-party ORSO member administrator to ensure service quality, effective controls, regulatory and contractual compliance, operational resilience and outcomes that support the Trustee to meet its fiduciary duties.
This role is expected to lead change delivery and continuous improvement across the outsourced operating model, coordinating stakeholders to ensure delivery of a stable and efficient ORSO administrative service. The role also facilitates and supports any Residual Administration Services (RAS) that sit outside the third-party administrator’s contracted scope.
Key Responsibilities:
Vendor oversight and performance management:
• Support the CEO, HTHK in the overall management and strategic planning of external vendor arrangements including strategy and performance meetings and business reviews.
• Establish and maintain robust vendor governance, including service reviews, KPI/SLA monitoring, issue management, and remediation tracking.
• Act as the primary point of contact for the third-party administrator, ensuring clear accountability, timely address of issues and effective communication between third party vendor and Trustee Relationship Management team.
• Utilise HSBC’s third party management system (OneTPM) to review and evidence vendor performance, initiate and track post-contractual activities (e.g., reviews, issues, actions, renewals), and perform monthly rating on the vendor’s service performance against established KPI/SLA measures, ensuring timely escalation and remediation where required.
• Represent Trustee oversight in relevant internal and external governance forums, ensuring appropriate challenge, transparency and follow-through on actions.
Trustee oversight, risk and resilience:
• Conduct ongoing oversight of vendor risk, including operational risk, controls effectiveness, and compliance with contractual and regulatory requirements.
• Oversee vendor business continuity planning and operational resilience readiness, including testing cadence, outcomes, and follow-ups.
• Identify, manage, and escalate risks, issues, and dependencies that may impact ORSO scheme operations and service delivery
Change management and continuous improvement of ORSO operation services:
• Proactively drive positive change and continuous optimization by periodically assessing processes, identifying streamlining opportunities, and implementing improvements with stakeholders.
• Establish and maintain an agreed service rate card with third party vendor, setting out standard service offerings and turnaround delivery times for clients.
• Ensure clear documentation, stakeholder alignment and appropriate governance for changes including tracking of delivery, issues, risk and post-implementation outcomes.
Residual Administration Services (RAS) coordination:
• Facilitate and support RAS activities that fall outside the third-party administrator’s scope, ensuring clear ownership, controls, and timely execution.
• Coordinate with HSBC stakeholders, external servicing parties, and the third-party administrator to accommodate individual scheme sponsor requests.
Knowledge & Experience:
• University degree holder
• Significant relevant experience, preferably in pension funds, ORSO and/or MPF
• Strong communication skills, with excellent written and spoken English and Chinese
• Proven leadership capability, with the ability to develop, coach and motivate staff
• Strong analytical skills, with experience improving systems, processes and procedures
• Solid project management capability, with a track record of delivering change end-to-end
• Strong interpersonal and negotiation skills, with the ability to engage clients and influence stakeholders
• Strong problem-solving skills, with a client- and regulator-focused mindset
• Demonstrates curiosity and a commitment to continuous improvement
• Able to work under pressure, manage competing priorities and meet deadlines
• Proactive and adaptable, with a willingness to challenge the status quo and drive change
• High integrity and professionalism.
The employment is subject to Mandatory Reference Checking Scheme (MRCS) as per regulatory requirement. For details, please refer to (Mandatory Reference Checking Scheme Phase 2 | The Hong Kong Association of Banks).
Opening up a world of opportunity
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Issued by The Hongkong and Shanghai Banking Corporation Limited.
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