Deputy Manager | Branch Advisory & Appeal Management

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 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

• 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

• 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.
• 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.
• 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.