JOB SUMMARY
Lead the enterprise automation capability to identify, prioritise, deliver and operate secure, scalable and resilient automation that improves productivity, service quality, control effectiveness and stakeholder experience. The role owns the automation strategy, operating model, portfolio, governance, delivery assurance and service performance across approved automation platforms and patterns, working in partnership with Process Excellence, business process owners, Enterprise Architecture, Cybersecurity, Data/AI, Change Management and technology delivery teams.
RESPONSIBILITIES
Strategic Enterprise strategy and operating model
- Own and maintain the enterprise automation strategy, target operating model and multi-year roadmap aligned with organisational priorities and technology strategy.
- Define the scope, service catalogue, sourcing model, governance forums, lifecycle controls and engagement model for the Automation Unit.
- Translate strategic business problems into an automation agenda focused on measurable outcomes rather than technology deployment.
- Present strategy, portfolio performance, investment needs, risks and realised value to senior management and relevant governance bodies.
Demand, portfolio and value realisation
- Own the automation intake and portfolio process, from opportunity discovery and feasibility assessment through prioritisation, delivery, adoption and benefit tracking.
- Establish transparent prioritisation criteria covering strategic alignment, customer or member impact, productivity, control improvement, complexity, risk, cost and time-to-value.
- Build credible business cases with process owners and Finance, including baseline, expected benefits, total cost of ownership and benefit-owner commitment.
- Allocate capacity within approved limits, recommend portfolio trade-offs and stop or defer initiatives that do not meet value, readiness, control or feasibility thresholds.
- Track and report realised benefits, adoption, portfolio health and the sustainability of outcomes after implementation.
Automation architecture, standards and innovation
- Own automation reference architecture, design principles, reusable patterns and technical standards in partnership with Enterprise Architecture, Cybersecurity, Data/AI and relevant platform owners.
- Direct fit-for-purpose selection across RPA, workload automation, workflow/BPM, low-code, APIs and integration, intelligent document processing, orchestration and approved AI-enabled or agentic patterns.
- Ensure designs address security, privacy, identity, secrets, segregation of duties, auditability, resilience, observability, human oversight and supportability by design.
- Evaluate emerging capabilities through governed experiments and recommend adoption, scaling or retirement based on enterprise value, risk and total cost of ownership.
- Prevent unnecessary tool proliferation by promoting reuse, interoperability and alignment with enterprise platforms.
Delivery and change-to-run
- Direct the end-to-end delivery of automation programmes, products, use cases, enhancements and remediation across internal and external delivery teams.
- Set delivery standards covering discovery, requirements, solution design, development, testing, security assurance, release, documentation, operational acceptance and post-implementation review.
- Manage dependencies, risks, issues, resources, quality, schedule and cost; resolve cross-functional constraints and escalate material trade-offs with clear recommendations.
- Approve production readiness within delegated authority and ensure each automation has a named process owner, support owner, control owner, benefit owner and change/adoption plan.
- Ensure automations are maintained, changed and retired safely as processes, applications, controls and policies evolve.
Platform and service management
- Be accountable for the availability, capacity, performance, security, resilience and lifecycle health of assigned enterprise automation platforms and services.
- Set and monitor service levels, operational KPIs, observability, incident/problem/change/release practices, disaster recovery and business-continuity arrangements.
- Own major-service escalation and drive root-cause elimination, technical debt reduction, licence optimisation and continuous service improvement.
- Maintain accurate inventories of automations, dependencies, credentials, owners, schedules, versions, control evidence and support status.
Governance, risk and compliance
- Participate in the automation governance forum and maintain proportionate controls for the full automation lifecycle, including any citizen-led automation within scope.
- Ensure compliance with enterprise architecture, information security, data/privacy, risk, audit, procurement, quality, records and regulatory requirements.
- Maintain risk classification, design assurance, release gates, exception management and periodic control reviews for the live automation estate.
- Pause, restrict or withdraw an automation where security, control, reliability, legal, ethical or service risk exceeds approved tolerance, and escalate promptly to the relevant authority.
- For AI-enabled automation, implement approved responsible-AI, human-in-the-loop, monitoring and traceability requirements with the designated AI and data governance owners.
People, stakeholder, financial and partner leadership
- Build and lead a high-performing multidisciplinary team covering process analysis, solution architecture, development, platform engineering, quality assurance and service operations as applicable.
- Set objectives, manage performance, develop succession and capability plans, and maintain a skills roadmap across established and emerging automation practices.
- Influence senior business and technology stakeholders, manage expectations and communicate automation value, constraints, decisions and risks in business language.
- Own unit budgeting, workforce and capacity planning, licence and consumption management, procurement strategy, commercial evaluation and vendor performance.
- Develop strategic partners while retaining appropriate internal knowledge, architectural authority and accountability for outcomes.
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, Operations or a related discipline.
- Minimum 10 years relevant experience in technology, digital transformation, process automation or enterprise service delivery, including at least 5 years leading teams, portfolios in a complex organisation.
- Demonstrated success shaping and scaling an enterprise automation portfolio and delivering measurable business outcomes across multiple functions.
- Strong working knowledge on automation tools and trends not limited to RPA, workload automation, workflow/BPM, low-code, APIs/integration, intelligent document processing, process/task mining and AI-enabled or agentic automation.
- Experience with architecture governance, secure software delivery/DevSecOps, testing, release management, observability, IT service management, resilience and production support.
- Strong commercial experience in budgeting, business cases, procurement, licensing, contracts, managed services and vendor performance.
- Working knowledge of process-improvement and change disciplines such as Lean, Six Sigma, BPM/BPR, Agile delivery and structured change management. Relevant certifications are advantageous but do not replace enterprise delivery experience.
- Proven ability to influence senior stakeholders, communicate complex decisions clearly and lead through ambiguity, operational pressure and organisational change.
PLACEMENT
Process Excellence & Change Section, Digital Architecture & Innovation 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.
