Reimagining Pension Services Through Responsible Innovation
Maz Mirza, Chief Digital Officer, KWAP Malaysia
Maz Mirza is an experienced IT professional currently working in investment and pension services. His background spans healthcare, transport, property, and more, with expertise in aligning IT/IS strategies to support business growth and transformation.
In an exclusive interview with APAC CIOoutlook, Mirza shared insights on driving practical digital transformation at KWAP. He highlighted the importance of aligning innovation with governance, leveraging technologies like automation and predictive analytics and fostering a digital-first mindset.
Making Digital Change Practical, Not Just VisionaryAs Chief Digital Officer at KWAP, my role centers on steering the organization’s digital transformation in a way that’s both strategic and practical. I oversee the development and execution of our digital strategy and roadmap, which is built around five key pillars: Digital Governance & Services, Cyber Resilience, Technology Platforms, Data Management, and Digital Business Systems.
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The digital landscape is constantly evolving, and success today requires more than just technical skills; it demands a strong digital mindset, collaborative approach and appreciation of the business context
In practice, this means working closely with various business divisions to ensure our digital initiatives are aligned with KWAP’s long-term goals, whether that’s improving operational efficiency, enhancing member services, enabling new capabilities, or strengthening our cybersecurity posture. I also focus on embedding a digital-first mindset across the organization, encouraging teams to think innovatively and adopt new technologies that add real value.
A significant part of my role involves striking a balance between ambition and feasibility. We’re not chasing trends for the sake of it; we’re looking at how existing tools, such as automation and data analytics, can solve real problems and ultimately support KWAP’s mission as a pension fund. It’s about making digital transformation tangible and sustainable, not just visionary.
Building on Cross-Sector Experience for Meaningful ChangeHaving worked across multiple sectors, I’ve come to appreciate that while the operational contexts may differ, the core principles of successful digital transformation remain consistent— agility, resilience, and a strong focus on the outcomes for the end users and organization.
Each industry has taught me valuable lessons. In healthcare, it is much about being customer-centric. In transportation, it was about scale and real-time responsiveness. Now at KWAP, the focus is on trust, governance, and nation-building. These experiences have shaped a practical, outcome-driven approach to transformation—one that prioritizes both innovation and accountability.
At KWAP, we’ve applied this mindset to initiatives like robotic process automation to streamline repetitive tasks, secure digital frameworks that support hybrid work, and integrated platforms that improve both internal collaboration and stakeholder engagement. The goal is to ensure that every digital initiative not only delivers technical improvements but supports our broader mission as a public pension fund. It’s about building systems that are not just efficient, but also sustainable and aligned with our fiduciary responsibilities.
Driving Change through Secure and Structured InnovationBalancing innovation with compliance is a daily reality in the public sector, and it’s something we take to embrace at KWAP. Our approach starts with embedding digital governance and cyber resilience into the foundation of every initiative, not as an afterthought, but as a core design principle.
We work within a structured framework that includes clear change management processes, ongoing stakeholder engagement, and alignment with Malaysian regulatory standards. This ensures that as we innovate, we remain accountable and transparent through proper governance.
For example, when rolling out new digital platforms or automation tools, we conduct risk assessments and ensure data protection protocols are in place. We also prioritize user experience, adopting a customer-centric model that respects both the needs of our stakeholders and the boundaries set by public sector regulations.
Leading the Next Era of Digital Pension ServicesThe future of pension fund management will be shaped by data-driven decision-making, AI-powered analytics and projections, and scalable digital architectures. At KWAP, we are already investing in predictive analytics, biometric verification systems, and integrated dashboards that support our business. Over the next decade, I foresee the rise of autonomous functions, ESG-aligned digital operations, and secure digital ecosystems that will redefine how KWAP operates and engages with stakeholders.
Cultivating a Digital Mindset for Real ImpactMy advice to young professionals is to stay curious, adaptable, and committed to lifelong learning. The digital landscape is constantly evolving, and success today requires more than just technical skills; it demands a strong digital mindset, collaborative approach and appreciation of the business context. At KWAP, we value individuals who take initiative, think beyond their roles, and contribute to building a culture of innovation. Importantly, innovation isn’t just about generating ideas; it’s about follow-up, follow-through, and turning those ideas into tangible outcomes that drive real business value. Gaining cross-functional experience, engaging with emerging technologies, and aligning your work with a clear sense of purpose can make a meaningful difference, not just in your career but in the impact you create.
