# MY - CS - Product Operations

**Company:** [Zeal Group](http://jobs.workable.com/companies/dc5EH8GvqmpfxZUC46wv67.md)
**Location:** Kuala Lumpur, Malaysia
**Workplace:** on site
**Employment type:** Full-time
**Department:** Customer service

[Apply for this job](http://jobs.workable.com/view/dc65a573-ff24-4b3b-8b1d-f330991a01cf)

## Description

**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**

-   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

3.  **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)

5.  **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

**Job Requirements:**

1.  **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

3.  **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

5.  **Technical/Professional Skills (Preferred)**

-   Experience in process automation, rule engines, or risk control systems
-   Familiarity with PRD writing, Axure/Figma, or workflow diagram tools
-   Basic SQL or data analysis skills are a plus

7.  **Personal Attributes**

-   Results-oriented with strong execution ability
-   Logical, detail-oriented, and meticulous

## Benefits

What we can offer you:

-   Life Insurances
-   Team Building