MY - CS - Product Operations

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 

2. 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) 

3. 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 

2. 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 

3. 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 

4. Personal Attributes

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

Benefits

What we can offer you:

• Life Insurances
• Team Building