JOB SUMMARY

The Employees Provident Fund is seeking qualified, motivated, and competent candidates for the Deputy Manager – Branch Advisory & Appeal Management position in the Transaction Management department at Menara KWSP. We are seeking a dynamic and experienced executive to lead and oversee initiatives related to withdrawal schemes. This role is responsible for managing end-to-end processing operations, ensuring strict compliance with policies, procedures, and regulatory requirements. The incumbent will drive enhancements and continuous improvements to work processes, strengthening operational efficiency and supporting the achievement of corporate objectives.

JOB RESPONSIBILITY

1) Leadership & Management

Oversee day-to-day operations of units handling withdrawal schemes.
Manage team performance, provide coaching, and foster a culture of accountability and excellence.
Lead workforce planning and resource allocation to optimise productivity and service delivery.
Monitor team performance metrics and implement improvements to achieve operational targets.

2) Process Improvement

Identify opportunities for operational efficiency and implement best practices.
Drive initiatives that align with corporate objectives and enhance customer experience.
Streamline end-to-end workflows to reduce turnaround time and improve service delivery.
Monitor and analyse process performance metrics to identify gaps and drive continuous improvement.

3) Stakeholder Engagement

Collaborate with cross-functional teams to resolve issues and improve service delivery.
Communicate effectively with management on performance metrics and strategic initiatives.

4) Compliance & Governance

Ensure strict adherence to internal policies, procedures, and regulatory requirements.
Monitor risk controls and implement corrective actions where necessary.

JOB REQUIREMENTS

Malaysian citizen
Pass in Bahasa Melayu, including oral test in Sijil Pelajaran Malaysia (SPM) level or equivalent qualification recognised by the Government.
Possess a Bachelor's Degree in Business Administration, Management, Engineering, Information Technology or an equivalent field recognized by the Government, from an accredited higher learning institution.
Professional certification in Lean Six Sigma, Project Management (PMP/PRINCE2), or Design Thinking is an added advantage.
Minimum 7 – 10 years of relevant working experience in processing and approving transaction, operational excellence, or business transformation.
Experience in large organisations or regulated industries is preferred.
Experience in financial services or public sector organisations is an advantage.

Skills & Competencies

Strong analytical thinking and structured problem-solving skills.
Excellent communication, facilitation, and stakeholder management abilities.
Proven ability to manage change and influence across functions.
Proficiency in Excel, PowerPoint, and data visualisation tools such as Power BI is an advantage.

Leadership & Behavioral Competencies

Holistic and agile thinking
Courage to act and drive change
Empathy and strategic collaboration between stakeholders
Continuous learning mindset for enhancement
Integrity and accountability

JOB STATUS

Permanent

All applications are strictly CONFIDENTIAL, and only shortlisted candidates will be called in for interview. Applications are deemed UNSUCCESSFUL if there is no feedback from the EPF 2 MONTHS after the closing date of advertisement.

Deputy Manager | Branch Advisory & Appeal Management