Jason C.F. Lai Email & Phone Number

Hong Kong Sar

- Lead a team consisting of 2-3 Assistant Managers, 1-2 Administrative Assistant (Executive Officer II or equivalent) and 2 Assistant Clerical Officers in implementing the new electronic submission (e-Submission) of applications for the Student Grant, as well as handling public enquiries, doubtful cases and wrong payment;- Oversee operational matters of the Section in processing Student Grant applications and suggest applications with use of information technology in processing Student Grant applications;- Liaise with the Information Technology and Management Division in the enhancement of the Student Grant System for the e-Submission and plan for publicity of the e-Submission mode of application to schools and parents;- Lead and oversee time-limited outreach teams to promote the use of e-Submission for Student Grant applications through 30 on-site summer activities at schools in 2022 and 69 activities in 2023;- Liaise with the Office of the Government Chief Information Officer (OGCIO) to provide on-site “iAM Smart” registration services for all school summer activities to promote of the e-Submission for the Student Grant by using “iAM Smart” mobile app;- Prepare briefs and returns to senior management; and- Perform recruitment exercise of agency / NCSC staff.

Hong Kong Sar

- Lead and oversee a TaskForce consisting of Administrative Assistants and Project Assistants in handling "COVID-19" related health issues;- assist in - (a) COVID-19 related duties, including logistical arrangement, maintaining effective liaison with various stakeholders, replying enquiries and complaints, compiling statistical returns and assisting in formulation of protocols; (b) providing secretarial support, including drafting papers, minutes of meeting and reports, and assisting in the formulation, promulgation and implementation of projects as decided by boards and councils; (c) managing daily operation of an office, including office administration, tender / quotation exercise, human resource and financial management; (d) coordinating the administration, supervision and training of supporting staff; (e) providing support to projects and IT systems management; and (f) planning for service delivery and contingency plans.

Hong Kong Sar

- Led and oversaw a team of Project Administrators / Senior Clerical Officers in handling enquiries, complaint and appeal cases on Employment Support Scheme (ESS) applications received or referred by the Central Processing Agent, other Departments/organizations, etc.;- Provided training and guidance to Project Administrators / Senior Clerical Officers especially with reference to Government’s updated eligibility criteria and guideline on administering the ESS in responding to enquiries, complaints and appeal cases as issued by the PICO from time to time;- Handled complex complaint and appeal cases on unsuccessful ESS applications;- Handled complex complaint and appeal cases on the subsidy amount from successful applicants;- Monitored and reviewed the progress of complaint and appeal cases to ensure timely follow-up action is taken; and- Undertook any other tasks in relation to ESS, including working at the office of the Central Processing Agent on need basis.

Hong Kong Sar

- Acted as the Business Analyst to monitor the implementation of the computer systems under the Government Cloud (GovCloud) Platform by Agile development approach;- Facilitated User Acceptance Test (UAT) for the systems and ensured deliverables meet the business and technical requirements;- Provided system trainings for staff including preparing training materials and arrange venues;- Core liaison officer with other departments for data exchange exercise to confirm applicant’s eligibility for the scheme efficiently by e-means;- Attended meeting of Project Steering Committee (PSC) for the project;- Assisted Senior Manager in supervising a team of executive and clerical staff comprising 2 Assistant Managers (at Executive Officer II rank or equivalent), 10+ Vetting Supervisors (at Clerical Officer rank or equivalent) and 80+ Vetting Officers (at Assistant Clerical Officer rank or equivalent) to implement and operate the Caring and Sharing Scheme;- Assisted Chief Executive Officer in streamlining the operational workflows from data input, vetting, quality assurance to payment of Caring and Sharing Scheme and compiling statistics;- Assisted Senior Manager in manpower planning and to provide training, coaching and guidance to the team for the effective and efficient processing of the applications according to the Operational Manual, prevailing departmental policy guidelines;- Reviewed and conducted quality check for approved applications and handle special applications;- Advised Assistant Managers on processing of complicated applications, scrutinize submissions for seeking directive from seniors and conducted review and appeal of approved applications where appropriate; and- Oversaw the administrative duties including procurement of goods and services, performance management, accommodation, manpower planning and with over 100 staff.

Hong Kong Sar

- Elicited information on business process through running meetings and workshops with stakeholders across divisions and functions;- Participated in project management and vendor management for different modules of an Integrated Student Financial Assistance System (ISFAST);- Demonstrated as an expert on data analysis, data exchanges and data conversations;- Managed IT vendors to provide system support to ensure operation running smoothly;- Worked closely with operation teams to understand and analyze the user requirement, confirm the project scope and documentation;- Facilitated User Acceptance Test (UAT) of the integrated system and ensured deliverables meet the business and technical requirements;- Provided specifications such as guides for system training;- Reviewed business process of the Agency from scheme basis to functional basis so that the departmental resources can be utilized in a more effective way with higher efficiency; and- Drew up responsibilities among divisions under new organization structure.

Hong Kong Sar

- Acted as Business Analyst to coordinate system user requirements with various stakeholders;- Core liaison officer with the HKEAA, SWD and EDB for data exchange exercises to confirm applicants’ eligibility, avoid double subsidies and protect the public fund;- Implemented mechanism for advanced payment of School Textbook Assistance Scheme;;- Implemented electronic communication channel between the Agency and some 1,000 primary and secondary schools;- Assisted Senior Executive Officer in overseeing seven application processing teams comprising 7 team leaders at Senior Clerical Officer rank or equivalent for vetting on financial assistance schemes for primary and secondary schools and one extra team for conducting UAT on IT system; - Provided training for regular and seasonal staff on need basis at least once per year; - Arranged records management and filing;- Arranged sessions of briefings to 1000 primary and secondary schools in relation to new mechanism; - Handled written and oral complaints from customers as well as district/legislative council members;- Drew up operating expenditure forecast on the Examination Fee Remission (EFR) Scheme and its relevant part on the Controlling Officer Report; - Drafted quotation documents for procurement of goods and services to complete new tasks; - Reviewed and conducted quality check for approved applications and handle special applications; - Monitored the contractors’ work and performance; and- Reviewed and updated the application documents including forms and guidance notes annually.

- Managed Information Systems in SHINEWING (HK) CPA Limited;- Provided IT infrastructure consultation;- Helpdesk Support for VIP users, including blackberry support;- Responsible for management, control and reporting of users access in systems. Control accounts and group policy under Active Directory;- Backup and restored data in database server;- Handled Users’ requests and emotion if any;- Managed Software licenses and IT inventory; and- Server and desktop relocation.

- Supervised Junior Consultants on their daily works;- Provided investment strategy and portfolio solutions to clients based on their risk level determined in Financial Analysis;- Familiar with the nature of Cash Equity, Bond, FX, Commodity, and Derivatives so as to adjust and rebalance clients’ portfolio weight;- Pro-actively achieved personal and departmental sales targets;- Provided high quality personalized post-sales support and perform closed Customer Relationship to match client satisfaction; and- Participated & supported sales activities through seminars and events.

- Supported call-center/centric system, including call management system (CMS) on UNIX;- Developed internal system by C# programming language;- Helpdesk support for customers by using Remedy as the action response, logging, and central control system;- On-site server support for valued customers and maintain good relationship with them at the same time;- Highly involved in UOB Lucky Draw Project from system design to implementation under IVRS system;- Communicated with major customers; and- Prepared user guide, report system usage to end-users or various parties.