Job Description

We are seeking a highly experienced Manager of IT Business Analyst to join our IT team supporting the Pensions Service business. This senior role is pivotal in bridging business needs and technical delivery within the pensions ecosystem (including MPF, ORSO, and retirement solutions). You will drive end-to-end initiatives with a strong focus on Customer Hyper Care, Project Management, Stakeholder Management, Data Analysis, and Production Issue Support

The ideal candidate thrives in a fast-paced information services environment, possesses excellent analytical and communication skills, and has the ability to deliver high-impact outcomes while ensuring seamless customer experience during critical post-implementation phases.

Your Role

• Customer Hyper Care & Production Issue Support
• Lead hypercare activities post-go-live, providing intensive monitoring, rapid issue resolution, and proactive support to ensure smooth transition and minimal disruption for pension scheme members and external/internal users.
• Perform root-cause analysis on production incidents, coordinate with development and operations teams for timely fixes, and implement preventive measures.
• Monitor system performance and customer feedback, escalating critical issues and delivering post-incident reports.
• Project Management
• Plan, coordinate, and deliver IT projects from initiation to closure, including scope definition, timeline management, resource allocation, and risk mitigation.
• Develop project documentation (business cases, project plans, status reports) and ensure adherence to Agile/Scrum or traditional methodologies as required.
• Stakeholder Management
• Engage with cross-functional stakeholders (Business, Operations, Compliance, External Partners, and Senior Management) to elicit, analyse, and document detailed business requirements.
• Facilitate workshops, requirement reviews, and change-impact assessments to align expectations and drive consensus.
• Act as the primary point of contact between business users and IT delivery teams.
• Data Analysis
• Conduct in-depth data analysis to support business decisions, identify trends, and uncover process improvement opportunities.
• Perform data sourcing, validation, and reconciliation across pension systems and upstream/downstream platforms.
• Prepare dashboards, reports, and actionable insights for stakeholders.
• Additional Duties
• Support UAT, training material development, and change management activities.
• Continuously identify opportunities to leverage technology for process optimisation within the pensions service domain.

To Succeed in this Role

• Bachelor’s degree in Business, Information Technology, Finance, or a related discipline.
• Minimum 5–8 years of relevant experience as a Business Analyst (or equivalent) in financial services, preferably within pensions, wealth management, insurance, or retirement solutions.
• Proven track record in Project Management, Stakeholder Management, Data Analysis, and Production Support / Hyper Care activities.
• Strong analytical, problem-solving, and communication skills (both written and verbal) in English and Chinese.
• Experience working in Agile/Scrum environments and familiarity with project tools (Jira, Confluence, or similar).
• Knowledge in SQL (ability to write and analyse complex queries) is highly advantageous.
• Familiarity with AI / Large Language Models (LLM) for process automation, data insights, or requirement generation is a definite plus.
• Hands-on experience with pension-related systems, MPF/ORSO processes, or financial data platforms is preferred.

Nice-to-Haves

• Experience with cloud platforms (e.g., Google Cloud, AWS) or digital transformation projects.
• Certifications such as CBAP, PMP, or Agile (CSM/PSM) are advantageous.
• Exposure to Power BI, Looker Studio, or similar analytics tools.