ABOUT THE POSITION
The MSM Manager APAC leads the Members Services Manager function across Singapore and Hong Kong, overseeing a team of 7 direct reports.
This role is accountable for team performance, service governance, process excellence and cross-functional alignment to ensure consistent execution of the MSM service model for Le Club FICOFI® members across the region.
As a key pillar of local APAC management, the MSM Manager drives clear decision-making frameworks, reduces operational exceptions, and ensures the team operates efficiently and consistently. The role serves as the primary interface with Sales / Le Club FICOFI® Advisors, Operations & Transports, Finance, Marketing & Events, and IT, particularly during tooling evolution, process changes and ERP-related transitions.
On a day-to-day basis, the MSM Manager supports the team in their operations, handles escalations, coordinates cross-functional initiatives, implements new tools, and proposes solutions to operational challenges, always keeping member satisfaction and team efficiency at the forefront.
The MSM Manager APAC operates under the direct leadership of the Group Head of MSM, who defines the global MSM strategy, governance, priorities, and performance expectations. The APAC role ensures regional execution, alignment, and feedback within this global framework.
KEY RESPONSIBLITIES
SCOPE & OPERATING MODEL:
- Team: 7 MSM direct reports split between Singapore and Hong Kong (portfolio allocation owned by the function execution performed by MSMs). You will report to the Group Head of MSM.
- Role focus: Leading people and governance-no personal portfolio or routine MSM tasks. The MSM Manager supports MSMs daily by resolving issues, managing escalations, arbitrating, coordinating projects, rolling out tools, and offering solutions to operational challenges.
- Function covered by the team: sales coordination & member support, CRM/data discipline, member request coordination and follow-up across purchases/sales/deliveries/logistics/accounting, invoicing/payment chasing follow-up, events & trips support.
MISSION:
- Lead, develop and retain a high-performing MSM team across the APAC area, in line with the global MSM strategy and governance defined by the Head of MSM.
- Establish a stable, scalable operating model: standard processes, clear governance, exceptions management and stronger execution discipline.
- Ensure end-to-end continuity between MSM, Le Club FICOFI® Advisors, Distribution & Stock, Operations and Finance so decisions are aligned and consistently delivered (reducing back-and-forth and rework).
- Drive change adoption (process/tools/ERP), protecting service quality and team productivity during transitions.
KEY RESPONSIBILITIES
People Leadership
- Manage, coach and develop 7 direct reports (performance, objectives, feedback, recognition, career paths).
- Own team capacity planning and workload balancing (portfolio allocation principles, coverage rules, back-up plans).
- Lead recruitment, onboarding and succession planning ensure role clarity and sustainable workload.
- Build a strong team culture: accountability, service mindset, collaboration, and continuous improvement.
Service Governance & Performance Management
- Define and monitor service standards (SLA expectations, response times, quality standards, escalation protocols).
- Run structured performance rituals: weekly operating meeting individual monthly performance reviews
- Ensure consistent members experience across Singapore and Hong Kong by harmonising ways of working.
Process Excellence, Standardisation & Decision Frameworks
- Own APAC MSM procedure governance: documentation, versioning, training, compliance checks.
- Reduce exceptions by designing standard paths that cover most use cases, with explicit exception handling rules.
- Create and enforce decision-making frameworks (decision rights, deadlines, communication norms).
- Lead continuous improvement (root cause analysis, corrective actions, simplification, automation opportunities).
Cross-Functional Alignment
- Act as MSM APAC leadership interface with the different internal stakeholders.
- Ensure decisions impacting multiple departments are aligned and communicated beyond MSM (avoiding rework and repeated validations).
Change Management (tools and processes)
- Sponsor MSM adoption for new tools and processes ensure training and readiness plans exist.
- Structure MSM participation in UAT/testing cycles (clear scope, issue triage, feedback quality, escalation to process owners).
- Track post-change incidents and drive stabilization actions (process clarifications, training refreshers, governance updates).
KEY SKILLS & QUALIFICATIONS
Skills & Behaviours
- Decisive and structured leader: creates clarity, frameworks, deadlines reduces exceptions and ambiguity.
- Strong analytical/problem-solving capability.
- Strong stakeholder management and communication across departments.
- Comfortable with operational tooling and disciplined process management (without being the person executing it).
Languages
- Ability to engage effectively with our team and our members, who primarily communicate in English and Chinese.
- Frequent work trips take place between Singapore and Hong Kong.
