Head of Operations and CS, DPLK/Pengurus 2

Job description

Eastspring is a global asset manager with Asia at its core. We create a culture in which diversity is celebrated and inclusion assured, for our colleagues, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and in exchange, we support our people's career ambitions. We pledge to make Eastspring a place where you can Connect, Grow and Succeed. . . KEY ACCOUNTABILITIES: Head of Operations and CS, DPLK will be responsible for the management, governance, and operation of the DPLK, ensuring that the Pension Fund is administered in accordance with the applicable regulatory requirements. The Head of Operations and CS is accountable for ensuring that all operational, administrative, and client service functions of the DPLK operate efficiently, accurately, and at scale to support business growth. The role ensures operational readiness, service quality, and regulatory compliance to enable the DPLK sales and business teams to execute effectively and meet client commitments. This role will oversee the operations, administrations, and ensure timely, accurate, and transparent reporting to DPLK Supervisor (Pengawas), the Founder, clients, and the regulator (OJK). Pension Fund Management Exercise full authority and accountability for the overall management and day-to-day operations of the DPLK, including participant administration, contributions, benefit payments, and pension fund administration. Own and oversee end‑to‑end operational support for business development activities, including employer and participant onboarding, contribution processing readiness, and operational fulfilment of new client mandates. Ensure operational processes, documentation requirements, and servicing models are aligned with agreed sales timelines and client commitments. Ensure the Pension Fund operates in line with its Pension Fund Regulation (Peraturan Dana Pensiun / PDP). Build, lead, and develop a high‑performing Operations and CS team, including resource planning, performance management, capability development, and succession planning. Promote a strong client service gold standard culture focused on accuracy, accountability, client outcomes, and continuous improvement. Regulatory Compliance and Governance Ensure full compliance with all applicable laws, regulations, and supervisory requirements issued by the Financial Services Authority (OJK) and other relevant authorities. Implement and maintain sound pension fund governance principles, including effective internal control and risk management practices. Operations and Client Services Oversight Maintain overall accountability for operational performance, service quality, and operational resilience of the Pension Fund. Ensure clients’ queries and requests are handled effectively and in a timely manner Own the end‑to‑end client and participant servicing experience, including service standards, escalation handling, complaint resolution, and continuous improvement of service quality. Act as the primary escalation point for complex operational or client service issues that may impact client satisfaction or business reputation. Establish, monitor, and continuously improve operational KPIs and service level standards, including onboarding turnaround time, contribution processing accuracy, pension benefit payment timeliness, and response times for client and participant requests. Proactively identify operational bottlenecks or service risks that may impact business growth and work with relevant stakeholders to implement timely solutions. Drive continuous process improvement, simplification, and standardisation initiatives to ensure operational scalability in line with the growth of participants, clients, and AUM. Ensure operational frameworks are fit‑for‑purpose to support both current business volumes and future growth plans. Oversee the effectiveness of DPLK operations systems, data integrity, and reporting infrastructure to support accurate administration, regulatory reporting, and management information. Work closely with internal technology teams and external vendors to enhance automation, straight‑through processing, and system reliability. Regulatory, Reporting & Stakeholder Management Prepare and submit periodic and ad-hoc reports on the Pension Fund’s performance, financial condition, and operations to the Board of Supervisors, the Founder, and the Financial Services Authority (OJK), as required. Maintain constructive relationships with regulators, auditors, investment managers, custodians, and other key service providers. Collaborate closely with DPLK Distribution, other function/shared services (Investment, HR, Finance, Risk, Compliance, Legal and Technology teams) to ensure seamless execution of business initiatives and alignment between commercial objectives and operational capabilities. Oversee fair, accurate, and timely administration of pension benefits and participant services. Ensure transparency, accuracy, and timeliness of all regulatory and governance reporting. Ensure robust operational risk management, incident handling, and business continuity planning, including preparedness for system disruption, vendor failure, or operational incidents impacting participant services. Establish and implement operational policies and procedures of the Pension Fund in accordance with the Pension Fund Regulation. Eastspring is an equal opportunity employer. We provide equality of opportunity of benefits for all who apply and who perform work for our organisation irrespective of sex, race, age, ethnic origin, educational, social and cultural background, marital status, pregnancy and maternity, religion or belief, disability or part-time / fixed-term work, or any other status protected by applicable law. We encourage the same standards from our recruitment and third-party suppliers taking into account the context of grade, job and location. We also allow for reasonable adjustments to support people with individual physical or mental health requirements.