Oversee and manage the day-to-day operations of the eMPF Service Centres and Contact Centre teams to ensure smooth, efficient, and compliant service delivery.
Lead and coordinate User Acceptance Testing (UAT), system enhancements, and end‑to‑end operational trial runs for both new and existing eMPF Centres.
Coordinate with different department on system and workflow facilitation
Support the setup of new centres/teams, including facility preparation, equipment installation, resource planning, and participation in recruitment and onboarding processes.
Supervise the Contact Centre team, including handling complex customer cases, escalations, and investigations while ensuring adherence to pension-related regulatory requirements.
Assist in maintaining and updating audit programs; prepare and complete audit documentation and conduct regular service audits to ensure compliance with company polic...