A Legacy Bestowed Upon
Pos Malaysia Berhad (Pos Malaysia), which was established in the 1800s—upon independence, it was known as Jabatan Perkhidmatan Pos. By the year 1992, it was rebranded as Pos Malaysia and listed on Bursa Malaysia in 2001. Nevertheless, it became a privatized company in 2011. Pos Malaysia is present throughout the country with 628 general post offices and over 3,800 retail touchpoints. Pos Malaysia is passionate about building trust to connect lives and businesses for a better tomorrow. With the motto, “We deliver. We connect. We improve lives,” Pos Malaysia has a proud history of more than 200 years, delivering to every city, town and kampong and continuously innovating. It desires to be a great company for its employees and customers, and focuses on having highly motivated, engaged and safe employees, who deliver a great service, delighting its customers, and delivering a profitable network. Its leadership ethos is to strive to be an organization that delivers great results without compromising on respect.
Pos Malaysia is the national post and parcel service provider and sole licensee for universal postal services in Malaysia. With a history spanning over 200 years, the group has diversified beyond the traditional provision of mail and parcel delivery services to also offer retail, logistics, and aviation products and services. It is pivoting from being ‘a mail company that also delivers parcels’, to a ‘parcel delivery company that also delivers mail’. It has the most extensive last-mile reach, delivering to more than 11 million addresses across the nation. This company has a network of more than 3,800 touchpoints with a presence across the country, providing Malaysians with the most comprehensive retail network. It has a delivery service level that is unmatched, with an on-time parcel delivery service level of >96%.
Its purpose stands strong: to be passionate about building trust to connect lives and businesses for a better tomorrow. Charles believes that the company’s customers deserve the very best service level; hence, he has focused on improving the delivery performance. The company’s success has been proven by the most recent ‘Courier Challenge Survey’ completed by MCMC (the country’s regulator) in 2022, where Pos Malaysia scored 96% in Guaranteed Delivery vs. Industry Average of 78%, Non-Guaranteed Delivery of 99% (vs. 94%), and Reliability Delivery Performance of 91% (vs. 83%).
Charles states that Pos Malaysia’s close ties with the community through ‘Pos Care’, where it carries out various outreach and CSR initiatives, have cemented its position as more than just a service provider. It’s a brand that genuinely cares for the well-being of its team and the people it serves. At the end of 2022, Pos Malaysia collaborated with the Malaysian Red Crescent Society (MRCS) to sponsor the delivery and logistics costs in Kedah, Kelantan, and Terengganu. Pos Malaysia mobilized four deliveries with a total of 7.3 tons to three different states, consisting of dry goods and daily essentials donated by corporate organizations and members of the public for the affected flood victims due to the monsoon season.
In February 2023, Pos Malaysia joined forces with the Malaysian Red Crescent Society (MRCS) and the Turkish Embassy as their key logistics collaborators. Pos Malaysia delivered 13 tons of crucial aid, encompassing clothing, baby diapers, infant utensils, and other essential items. This initiative was aimed at providing assistance to the victims affected by the earthquake. Pos Malaysia also has an initiative called Ubat Melalui Pos (UMP), a service that delivers patients’ monthly medicine supply straight to the location of their choice. It is one of the value-added services provided for patients’ convenience to get their medicines supplied. This initiative is aimed at reducing patients’ waiting times at hospitals and pharmacies, ensuring the continuity of patients’ medicine supply, and providing increased convenience and choice.
Digitalization of the Customer Journey
When Charles joined as GCEO in August 2021, the SLA for parcel and mail stood at ~50%. Today Pos Malaysia has the market-leading delivery service at >96%, ahead of the industry average of 78%. Under his supervision, he has continuously exceeded the monthly 2023 targets set by the Universal Postal Union for global monitoring of the mail system, EMS, and parcels.
He plans to drive the digital modernization efforts at Pos Malaysia, focusing on the ‘customer journey’, with a focus on creating a significantly improved customer experience. For example, Pos Malaysia rebuilt all of their customer interface applications, modernizing, simplifying and streamlining the experience. He states that shifting to cloud-based technology has been instrumental in enhancing operational efficiency and creating a more agile environment. He has introduced a new track and trace parcel system, digitizing legacy processes, and rationalized multiple legacy systems. Simply put, a significantly better customer experience at a lower cost. Charles states that the local and macro-economic environment has impacted the company’s parcel volumes. An increase in in-sourcing of logistics by ‘platforms’, macro-economic concerns that impact consumer spending, and ‘masking’ practices that prevent Malaysians from being able to choose their carrier of choice are headwinds that need addressing. While he and his team continue to sweat its assets, they will focus on adapting and transforming the business to this challenging and changing environment.
