Manager, Quality Assurance & Projects

Job Purpose

This role is responsible for leading and coordinating institute-wide quality assurance and project initiatives under the Corporate Office, reporting directly to the CEO.  The incumbent ensures robust governance, regulatory compliance, and continuous improvement across all operational areas, including accreditation, policy management, service standards, and feedback systems.  Acting as an independent quality assurance function, the role oversees investigations, drives enhancement initiatives, and promotes a strong quality culture across the Institute.  Through objective analysis, cross-departmental collaboration, and strategic recommendations, the position supports management decision-making and safeguards the consistent delivery of high-quality programmes, products, and services.

Job Duties

Quality Assurance Strategy & Governance

• Lead the design, implementation, and continuous enhancement of Institute-wide quality assurance (QA) frameworks, policies, and systems to ensure consistent delivery of high-quality programmes, products, and services.

• Provide independent oversight on all QA matters, to ensure alignment with governance standards and regulatory expectations.

• Drive cross-functional collaboration in the development, review, and maintenance of policies, procedures, and guidelines.

• Manage the annual Institute-wide document review process to ensure accuracy, consistency, and compliance with established standards.

Accreditation & Regulatory Compliance

• Serve as the primary liaison with government and regulatory authorities (e.g., QFS, HKCAAVQ), leading all accreditation exercises and annual compliance submissions.

• Ensure all QA systems, documentation, and processes meet applicable regulatory and accreditation requirements.
  
  

Service Quality & Continuous Improvement

• Establish Institute-wide service standards and oversee the implementation and monitoring of service pledges across Professional Qualification Programme (PQP), Continuous Professional Development activities (CPD), Membership, Events, and other services.

• Drive continuous improvement initiatives by partnering with departments to enhance the quality, efficiency, and consistency of service delivery.

• Conduct independent investigations into complaints, adverse feedback, and operational issues, ensuring objectivity and rigor.

• Consolidate insights from investigations and feedback, translating them into actionable recommendations for management decision-making and service enhancement.
  
  

Feedback Management & Insights

• Oversee the Institute’s feedback management framework, including the systematic collection, analysis, and reporting of stakeholder feedback.

• Provide regular, insight-driven reports to management to inform strategic improvements and quality enhancement priorities.
  
  

Staff Capability Building & QA Culture 

• Develop and implement structured staff development initiatives including training, workshops, and knowledge-sharing to build QA awareness and competencies across the Institute.

• Partner with department heads to embed QA principles and competencies into performance expectations and daily operations, promoting “quality in the flow of work.”

• Translate quality insights, audit findings, and lessons learned into targeted learning interventions to drive continuous capability uplift.

• Define and monitor QA-related competency indicators, identifying capability gaps and recommending development priorities.

• Champion a culture of continuous learning by promoting best practices, benchmarking, and sharing of QA success stories across teams.
  
  

Documentation & Operational Excellence

• Ensure all Institute documentation is developed, maintained, and reviewed to high standards of quality, accuracy, and compliance.

• Oversee QA-related documentation and systems supporting capacity building and organisational development initiatives.
  
  

Other Responsibilities

• Undertake ad hoc projects and assignments as delegated by the CEO and senior management.

• Monitor and drive the implementation of continuous enhancement initiatives by relevant departments to improve the quality of products and services delivered, particularly in PQP, CPD, Events, and Membership services.

• Manage and coordinate the Institute-wide annual document review process, ensuring timely completion, compliance with established standards, and alignment with governance requirements.

• Oversee the development and maintenance of quality assurance systems and policies related to capacity building initiatives at the Institute level.

• Manage and coordinate with departments to ensure all documentation is prepared and maintained to high standards of accuracy, quality, and compliance.

• Undertake and deliver ad hoc projects and assignments as delegated by the CEO and senior management.

Job Requirements

• Bachelor’s degree or above in a relevant discipline.

• Minimum 8 years of relevant work experience, preferably in education, administration, compliance, the banking/financial services sector, or regulatory bodies, with demonstrated exposure to quality assurance or governance functions.

• Strong quality assurance and compliance mindset, with a solid understanding of governance and control frameworks.

• Proven project management capabilities, with the ability to manage multiple initiatives and deliver results in a structured and timely manner.

• Detail-oriented, self-motivated, and able to multitask effectively; a fast learner with a proactive attitude and strong sense of accountability.

• Strong team collaboration skills, with the ability to work across functions and influence stakeholders.

• Excellent communication and interpersonal skills, with fluency in both written and spoken English and Chinese.

• Proficient in standard business applications, including Microsoft Word, Excel, and PowerPoint, and AI Tools.

• Knowledge of HKQF and its implementation requirements

• Familiarity with e-learning and Learning Management Systems (LMS) development is preferred.

• Candidates with less experience and/or lower qualifications may be considered for appointment at the Assistant Manager level.
   

Interested parties may send your application with your resume by clicking "Apply Now".

Applicants are welcomed to visit our website www.hkib.org for further information about the institute.

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