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Open nowPosted 151 days ago

MY - CS - Product Operations

Workable (global search)108,016 open roles

Where
Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia
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Your applicationOpen nowMY - CS - Product OperationsWorkable (global search) · Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

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The clock on this job

Early applications get read.

7.9% of postings close within 7 days. Measured by our own scanner across the market. Workable (global search) postings stay open a median of 7 days.

Share of postings closed within
  1. 1.6%1 day
  2. 3.6%3 days
  3. 7.9%7 days
  4. 14.9%14 days
  5. 34.0%30 days
This job: posted 151 days ago

Workable (global search) median: 7 days open

The posting

Role Summary: This role sits within the Client Experience department, focusing on understanding Customer Service workflows and operations, and translating them into scalable, system-driven solutions. The Product Operations executive will act as a key bridge between Customer Service and product teams, driving process optimization, automation, and continuous product improvements to enhance operational efficiency and customer experience.

Job Responsibilities:

  1. Business Process Mapping & Optimization
  2. Gain a deep understanding of Customer Service workflows and operations within the Client Experience department
  3. Map out existing manual processes, identifying inefficiencies and risk points
  4. Design standardized and scalable business processes and SOPs
  5. Define key functional logic, data fields, process nodes, and exception-handling mechanisms
  6. Product Requirement Development
  7. Act as a bridge between Client Experience (Customer Service) and product teams to translate operational needs into product improvements
  8. Clearly articulate Customer Service workflows and requirements to product teams, ensuring accurate implementation
  9. Based on business pain points, produce clear and comprehensive Product Requirement Documents (PRDs)
  10. Transform manual processes into system-driven and automated solutions (e.g., rule engines, approval workflows, configurable tools)
  11. Cross-functional Collaboration & Execution
  12. Work closely with product managers and technical teams to drive requirement reviews, development, and deployment
  13. Liaise with relevant product departments to improve system capabilities supporting Customer Service operations
  14. Track project progress, coordinate resources, and ensure timely delivery
  15. Participate in UAT testing to ensure features meet business needs and enhance operational efficiency
  16. Establish key performance indicators (KPIs), continuously track post-launch performance, and analyze data (efficiency gains, manpower savings, error rates, etc.)

Requirements

Job Requirements:

  1. Experience Requirements
  2. Bachelor’s degree or above; preference for majors in Finance, Economics, Information Management, or related fields
  3. At least 3 years of experience in product operations, business operations, Customer Service operations, or related roles
  4. Experience in fintech, trading platforms, payments, brokerage, or forex industries is preferred
  5. Core Competencies
  6. Strong process mapping skills: ability to structure and standardize complex Customer Service workflows
  7. Product mindset: ability to translate operational/business problems into product requirements
  8. Strong communication and stakeholder management skills: able to effectively collaborate with Customer Service, product, and technical teams
  9. Project execution skills: experience in driving projects end-to-end from requirements to launch
  10. Data analysis skills: able to evaluate optimization outcomes through data
  11. Technical/Professional Skills (Preferred)
  12. Experience in process automation, rule engines, or risk control systems
  13. Familiarity with PRD writing, Axure/Figma, or workflow diagram tools
  14. Basic SQL or data analysis skills are a plus
  15. Personal Attributes
  16. Results-oriented with strong execution ability
  17. Logical, detail-oriented, and meticulous

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