Head of Member Services

EPF Malaysia; Petaling Jaya; On-site; MYR 50,000 - 70,000; Full time

Job summary

A national social protection organization in Malaysia seeks a candidate to lead the Member Services Section. Your role will involve managing the team to ensure excellent customer service, supervising operations according to standard procedures, and conducting validation for customer transactions. The ideal candidate will possess a Bachelor's Degree, leadership abilities, and strong analytical skills while also maintaining robust communication and decision-making skills. This position offers flexible contract options.

Qualifications

• Malaysian citizen.
• Pass Malay Language including oral test at Sijil Pelajaran Malaysia (SPM) level.
• At least three (3) years of experience in related fields.

Responsibilities

• Manage and ensure the team prioritizes customer service according to SOPs.
• Supervise and monitor team members to ensure excellent service.
• Lead the team to achieve goals set by management.
• Ensure subordinates can identify customer needs and provide assistance.
• Ensure office equipment functions properly for smooth operations.
• Conduct inspection visits for withdrawal case validation.

Skills

Attention to detail

Computer proficiency

Strong analytical skills

Strong critical thinking skills

Excellent leadership skills

Decision making

Communication skills (verbal & written)

Multi-tasking

Time management skills

Education

Bachelor’s Degree in Business Administration or Business Management

Job description

JOB SUMMARY

To report directly to the Head of Branch and effectively lead the Member Services Section in accordance with the procedures/ guidelines. Task mainly to steer the branch Member Services personnel to provide excellent services to customers (counter & online channels at branch) in order to maintain EPF reputation as a trustworthy social protection organization.

JOB RESPONSIBILITIES

1. Manage and ensure the Member Services personnel always prioritize customers by providing excellent services to customer that are carried out in accordance with the current Standard Operating Procedures (SOP), guidelines and policies.
2. Regularly supervise and monitor the Member Services team members on the ground to ensure excellent services are provided to customers.
3. Lead the Member Services team members in order to achieve the goals, objectives and target set by Management.
4. Ensure the subordinates are able to identify customer needs and provide assistance that addresses the customers’ concerns.
5. Ensure office equipment and systems functions properly so that daily counter operations run smoothly.
6. Ensure the subordinates are well equipped with knowledge so that information delivered to customers is accurate and precise.
7. Manage and ensure effective two-way communication between branch management level, subordinates and customers.
8. Ensure the subordinates are sensitive and aware of the surrounding especially when facing with difficult customers or customers with special needs that requires ‘exceptional case handling’.
9. Ensure any ‘exceptional case handling’ transactions are handled and managed in accordance with the current Standard Operating Procedures (SOP), guidelines and policies.
10. Conduct inspection visits and interviews with members/ members’ next-of-kin for withdrawal cases that require EPF Officer validation and verification.
11. Prepare reports related to Member Services performances/ KPIs as well as to analyse, report and present the statistics/ related activities as required by Management.
12. Manage and ensure sufficient number of subordinates working daily so that counter operations can be carried out in an orderly manner.
13. Identify subordinates that require training and development to improve knowledge, skills and capabilities in order to narrow the competency gap of the subordinate.
14. Carry and perform ad-hoc tasks according to branch’s needs or as per Management instructions from time to time, in accordance with the latest work procedures and policies.

JOB REQUIREMENTS

• Malaysian citizen
• Pass Malay Language including oral test at Sijil Pelajaran Malaysia (SPM) level
• Possess a Bachelor’s Degree in Business Administration, Business Management or other related areas
• At least three (3) years of experience in related fields
• Attention to detail, computer proficient, strong analytical and critical thinking skills
• Excellent leadership, decision making and communication skills (verbal & written)
• Able to multi-task and good time management skills

PLACEMENT

Peninsular Malaysia, Sabah and Sarawak

JOB STATUS

Permanent/Contract

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.