Director, Pension Service Department (DPSD - PFA016) at National Pension Commission

This role is primarily responsible for coordinating the activities of the State Liaison offices as well as the Pensioner Support Centre.

The Job Holder reports to the Executive Secretary and has oversight of the Pension Service team.

Duties & Responsibilities

§  Provide overall guidance, leadership and strategic direction in the day-to-day activities of the department and ensure alignment with approved work plans and programs.

§  Ensure high standard for service excellence is adopted and maintained across all Departments.

§  Define and manage continuous improvement and implement appropriate service standards and service quality management policies and procedures.

§  Oversee activities of liaison offices including developing and monitoring work plans and timelines.

§  Present status and evaluation reports on the activities of the Liaison offices and the Contact Centre to the Executive Secretary.

§  Develop and implement framework / strategy  for resolving pensioner queries at the Liaison offices including accurate collection, collation and analysis of pensioner data

§  Provide input to the management team and pension departments on most effective ways to manage pensioners based on feedback and analysis of customer information.

§  Liaise with key stakeholders and oversee the response to all queries.

Job Requirements

§  A Bachelor’s degree or equivalent in Accounting, Finance, Economics or any other Social Science discipline.

§  Professional accounting certification, e.g. ACA, ACCA, CPA or other relevant higher business degree will be an added advantage.

§  A minimum of 18 years work experience of which at least 3 years should have been in a management position.

Key Competency Requirements

Excellent project/program and stakeholder management skills.