JOB SUMMARY
The Digital Business Partner is a strategic partner to the business: driving business and digital transformation, shaping and prioritising technology demand, leading the development of business cases and benefits realisation, and governing end-to-end digital service performance ensuring that technology measurably advances the division's strategy, member outcomes, service experience and enterprise value.
RESPONSIBILITIES
- Strategic Business Partnership — act as the primary, trusted digital advisor to the division's leadership; co-own the division's strategic direction and translate its business strategy, priorities, operating cycles and risks into a clear technology and transformation agenda.
- Drive Business & Digital Transformation — lead the identification, shaping and delivery of business and digital transformation for the division; challenge the status quo, bring external and industry insight, and drive the adoption of automation, data-driven decision-making and new digital capabilities that change how the business operates.
- Business Case & Investment Leadership — lead the development of business cases, cost–benefit analysis, investment justification and benefits-realisation frameworks; quantify expected value, secure and prioritise investment, and track value realised against commitments.
- Demand Shaping & Prioritisation — stimulate, surface and shape technology demand rather than taking orders; maintain a value-prioritised demand pipeline and exercise the discipline to defer or decline initiatives that do not create business value.
- Roadmap & Portfolio Shaping — translate division strategy into a multi-quarter technology and transformation roadmap aligned to enterprise architecture, cybersecurity and the enterprise investment portfolio.
- Service Governance & Performance — own end-to-end visibility of digital service performance for the division; govern SLA and experience-level outcomes, lead monthly and quarterly service reviews, and provide consolidated service-health and risk reporting.
- Major Incident & Escalation Leadership — act as the senior escalation point for business-impacting incidents; coordinate resolution across application, infrastructure, cybersecurity, vendor and project teams, and ensure post-incident review and prevention.
- Delivery & Operational Readiness — ensure new solutions transition into operations with proper service readiness, support models, knowledge transfer and user adoption; coordinate PMO, architecture, delivery and vendor teams from project to operations.
- Stakeholder & Relationship Leadership — build and sustain trusted relationships with the stakeholders; maintain a relationship strategy and grow the partnership to strategic-partner maturity.
- Executive Reporting & Governance — provide service, transformation, risk and value insights to the management which represent the division's technology and transformation agenda at enterprise governance forums.
- Continual Service Improvement & Innovation — identify and drive automation, optimisation and innovation opportunities that improve service quality, efficiency and member/business outcomes, and track outcome realisation.
- Risk, Compliance & Governance — ensure that technology services and changes align with EPF's technology-risk, security and governance expectations — including escalation protocols and customer-impact visibility consistent with financial-sector best practice. Continuously identify opportunities to improve system stability, support processes, automation, and operational efficiency.
SKILLS & QUALIFICATIONS
- Malaysian citizen
- Passed the Malay Language (including oral test) at Sijil Pelajaran Malaysia (SPM) level.
- Bachelor's degree in Information Technology, Computer Science, Engineering, Business or a related field; a Master's degree or MBA is an added advantage.
- Minimum 16 years relevant experience across IT service delivery / management, business relationship management, digital transformation or technology consulting, including significant experience partnering senior business leaders in a large or regulated organisation.
- Proven track record of leading digital and business transformation initiatives and of developing business cases with quantified, realised value.
- Strong working knowledge of ITSM / ITIL, service management, SLA / XLA, project delivery, enterprise architecture and technology-risk management.
- Domain familiarity with the assigned division — investment operations, portfolio and market data platforms (Investment), or core member, contribution, withdrawal and branch operations (Operations).
- Excellent stakeholder management, negotiation, facilitation and executive communication skills; able to influence at EXCO and Board level.
- Preferred certifications: Business Relationship Management (BRMP / CBRM), ITIL 4, TOGAF, PMP / PRINCE2, or a SFIA-aligned professional certification.
PLACEMENT
Digital Business Partner, Digital Service Management Department
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.
