MY - CS - Product Operations

Malaysia·Kuala LumpurFull-timemid

Product ManagementProduct Operations

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Quick Summary

Key Responsibilities

Business Process Mapping & Optimization Gain a deep understanding of Customer Service workflows and operations within the Client Experience department Map out existing manual processes,

Technical Tools

Product ManagementProduct Operations

Responsibilities

~1 min read

→Business Process Mapping & Optimization

→Gain a deep understanding of Customer Service workflows and operations within the Client Experience department
→Map out existing manual processes, identifying inefficiencies and risk points
→Design standardized and scalable business processes and SOPs
→Define key functional logic, data fields, process nodes, and exception-handling mechanisms

→Product Requirement Development

→Act as a bridge between Client Experience (Customer Service) and product teams to translate operational needs into product improvements
→Clearly articulate Customer Service workflows and requirements to product teams, ensuring accurate implementation
→Based on business pain points, produce clear and comprehensive Product Requirement Documents (PRDs)
→Transform manual processes into system-driven and automated solutions (e.g., rule engines, approval workflows, configurable tools)

→Cross-functional Collaboration & Execution

→Work closely with product managers and technical teams to drive requirement reviews, development, and deployment
→Liaise with relevant product departments to improve system capabilities supporting Customer Service operations
→Track project progress, coordinate resources, and ensure timely delivery
→Participate in UAT testing to ensure features meet business needs and enhance operational efficiency
→Establish key performance indicators (KPIs), continuously track post-launch performance, and analyze data (efficiency gains, manpower savings, error rates, etc.)

Requirements

~1 min read

Experience Requirements

Bachelor’s degree or above; preference for majors in Finance, Economics, Information Management, or related fields
At least 3 years of experience in product operations, business operations, Customer Service operations, or related roles
Experience in fintech, trading platforms, payments, brokerage, or forex industries is preferred

Core Competencies

Strong process mapping skills: ability to structure and standardize complex Customer Service workflows
Product mindset: ability to translate operational/business problems into product requirements
Strong communication and stakeholder management skills: able to effectively collaborate with Customer Service, product, and technical teams
Project execution skills: experience in driving projects end-to-end from requirements to launch
Data analysis skills: able to evaluate optimization outcomes through data