Senior General Operations Manager - Facility Management

Responsibilities

• Oversee our core back office support functions including document scanning, mail room services, courier management and e-form. 
• Lead the modernization of our record management ecosystem, driving initiatives such as end-to-end digitization, data classification, and the enforcement of robust record retention and data classification guidelines
• Act as a change agent who can bridge the gap between legacy operational processes and digital-first solutions while managing vendor relationships to ensure high-performance service delivery.
• Plan, execute and monitor the annual operating budget, ensuring all expenditures remain within approved limits
• Identify and implement cost saving initiatives by streamlining operational workflows, re-negotiating with vendors
• Build and maintain strong relationships with key stakeholders across all departments, understanding their needs and addressing concerns related to digital process changes
• Establish and monitor stringent SLAs for document retrieval, mail delivery and e-form processing to ensure internal departments receive seamless support
• Proactively gather feedback from internal business units on the effectiveness of digital tools and physical support services, translating these into service enhancements
• Assist supervisors to coordinate the implementation and monitoring of projects to meet project schedules and budget plans
• Audit and modernize legacy operational processes to eliminate manual bottlenecks and improve turnaround times
• Oversee the implementation and maintenance of robust document management systems to ensure reliable storage, retrieval, and categorization of organization data
• Lead the end-to-end digitalization strategy, transitioning the organization from physical-heavy workflows to digital-first document ecosystems
• Monitor and control project activities, identifying and mitigating risks and issues that could impact project success
• Upskill the operations teams to handle new digital tools and automated systems, ensuring the workforce evolves alongside the technology
• Lead and manage cross-functional teams and initiatives aimed at driving digital adoption and process improvement
• Foster a positive environment for change, encouraging feedback, celebrating successes and proactively managing resistance
• Comply with all applicable regulations, rules, codes, guidelines and standards set by regulators and the Bank, and carry out duties with high integrity; and
• Adhere to all established risk control guidelines, procedures and measures to identify, assess, report, mitigate and monitor the risks involved in the day-to-day work
• Ensure proper governance and oversight of all record related initiatives, maintaining a clear audit trail
• Implement robust controls for handling sensitive physical and digital information, ensuring zero-breach records management
• Ensure all records are audit-ready at all times, with full traceability and logs for document handling and disposal 
• Arrange adequate resources to support the services provided to customers
• Develop and execute the long term vision for the identifying emerging technologies that enhance document processing

Requirements

• Bachelor Degree or above in Business Administration, Information Technology or related disciplines; OR 
• Relevant experience; OR
• Preferable over 7 years’ experience with the following:
• Minimum of 3 years’ supervisory experience in operations support
• Knowledge of digital transformation, digital operations, project management within a corporate environment, preferably in the banking or financial services sector
• Proficient in MS Office, dashboard or AEM form and workflow automation platform is an advantage
• Proven experience in developing and implementing comprehensive change management strategies and programs
• Excellent understanding of project management methodologies
• Good communication and organizational skills
• Independent, self-motivated and detail-minded
• Able to work independently and under face-paced environment
• Fluency in English and Chinese (Cantonese and Mandarin) required