Breadcrumb

Division

Operations

The Operations Division is responsible for managing core operational services, particularly those involving EPF members and employers, to ensure effective service delivery and customer experience. The Division also provides advisory services to customer and ensure regulatory compliance. In addition, The Division provides support fuctions to internal stakeholders. 

Contribution Management Department

The department is responsible in  providing a seamless end-to-end contribution process for members and employers inclusive of collection, crediting and account maintenance. 

Operations Compliance Department

The department ensures operational compliance to internal policies and guidelines, adherence to the relevant laws and regulations governing EPF’s operations.

Transaction Management Department

The department is responsible for employers and members registration, nominations and withdrawal services. The department also ensures that all physical documents and digital data are managed efficiently and accurately, and is committed to providing services and advisory related to these areas professionally.

Physical Channel Department

The department is committed to ensure the effectiveness and efficacy of the overall service operations towards EPF customers/stakeholders via physical touchpoints that include advisory, employer services, contribution, as well as branch services.

Digital Channel Department

The department aims to dynamically enhance customer experience by providing the best solutions that deliver effective and efficient interactions through a multi-channel digital engagement. The department is also responsible for developing and executing digital channel strategies and marketing plans; driving digital projects, handling communications with members and employers via calls, live chats, social media and emails; , and managing the operations of the various digital platforms such as i-Akaun (Member) and i-Akaun (Employer).

Product Management & Marketing Department

The department provides direction for product vision and strategy, gives data insights for management’s decision making, and collaborates/ builds strategic partnership with EPF's internal and external stakeholders. The department is responsible for the effective product life cycle management – from product strategy, design, development to promotion, communication and marketing by focusing on the members’ needs towards achieving a better future.