Branch Advisory & Operations Leader

EPF Malaysia; Petaling Jaya; On-site; MYR 120,000 - 180,000; Full time

Job summary

The Employees Provident Fund is seeking a Deputy Manager – Branch Advisory & Appeal Management in the Transaction Management department at Menara KWSP. The role leads end-to-end processing of withdrawal schemes, ensuring compliance and driving efficiency.

You will manage teams, monitor performance, engage with stakeholders, and implement improvement initiatives to support corporate objectives.

Qualifications

• Bachelor’s Degree in Business Administration, Management, Engineering, IT or equivalent.
• Professional certification in Lean Six Sigma, PMP/PRINCE2, or Design Thinking is an added advantage.
• 7–10 years of relevant experience in processing and approving transactions, operational excellence or business transformation.
• Experience in large organisations or regulated industries preferred.
• Strong analytical thinking and structured problem-solving skills.
• Excellent communication, facilitation and stakeholder management abilities.
• Proficiency in Excel, PowerPoint and data visualization tools like Power BI.
• Integrity and accountability; change management capability.

Responsibilities

• Oversee day-to-day operations of units handling withdrawal schemes.
• Manage team performance, coaching, and accountability.
• Lead workforce planning and resource allocation to optimise productivity.
• Monitor team performance metrics and implement improvements to achieve targets.
• Identify opportunities for operational efficiency and implement best practices.
• Drive initiatives aligning with corporate objectives and enhance customer experience.
• Streamline end-to-end workflows to reduce turnaround time and improve service.
• Collaborate with cross-functional teams to resolve issues and improve service delivery.
• Ensure strict adherence to internal policies, procedures and regulatory requirements.

Skills

Analytical thinking

Problem solving

Communication

Stakeholder management

Excel

PowerPoint

Power BI

Agile thinking

Courage to act

Empathy

Continuous learning

Integrity

Education

Bachelor’s Degree in Business Administration, Management, Engineering, Information Technology or equivalent

Tools

Power BI

Excel

PowerPoint

Lean Six Sigma

Job description

The Employees Provident Fund is seeking a Deputy Manager – Branch Advisory & Appeal Management in the Transaction Management department at Menara KWSP. The role leads end-to-end processing of withdrawal schemes, ensuring compliance and driving efficiency.

You will manage teams, monitor performance, engage with stakeholders, and implement improvement initiatives to support corporate objectives.