Associate Director, Operations Transformation

TNG Digital Sdn Bhd; Kuala Lumpur; On-site; MYR 300,000 - 550,000; Full time

Job summary

TNG Digital Sdn Bhd in Kuala Lumpur seeks an Associate Director, Operations Transformation to lead MIS-led improvements across Credit Ops, Debt Collection, and Central CS touchpoints. You will translate pain points into initiatives, define requirements, and coordinate with Product and Tech to deliver scalable system changes.

The role emphasizes UAT planning, governance, automation opportunities (OCR/AI income verification, automated routing, reconciliation), and post-launch validation, with

Qualifications

• Minimum 5–8 years of experience in operations transformation or related fields.
• Experience in fintech or financial services preferred.
• Experience coordinating with Product, Technology, Data/BI, Finance, Risk, Compliance, and Operations teams.

Responsibilities

• Lead MIS-led improvements across Credit Operations, Debt Collection, Reconciliation & Settlement, and Central CS touchpoints.
• Define enhancement requirements for workflow tools, case management, queues, and dashboards.
• Coordinate UAT planning and post-launch validation from an Operations perspective.
• Identify automation opportunities across processing, verification, reconciliation, and reporting.
• Measure productivity improvements and ensure changes are embedded into SOPs and governance.
• Facilitate stakeholder alignment and change management across multiple teams.

Skills

MIS and dashboards

Workflow analysis

Product and Tech liaison

Automation opportunities

Stakeholder management

Excel/Google Sheets

SQL

BI tools

OCR/AI use cases

Tools

CRM tools

Workflow systems

Reconciliation reports

Job description

# Associate Director, *Operations Transformation*NEWKuala Lumpur, MalaysiaPermanent#### Duties & Responsibilities* 1. MIS-Led Operations Improvement* Use MIS, dashboards, agent performance data, queue ageing, TAT, productivity, case status, and exception trends to identify operational pain points.Analyse performance gaps across Credit Operations, Debt Collection, Reconciliation & Settlement, and Central CS touchpoints.Identify where operational systems are not supporting teams effectively.Highlight recurring manual work, unclear workflow ownership, system limitations, reporting gaps, and process bottlenecks.Convert operational findings into structured improvement opportunities. 2. System Enhancement and Workflow Improvement* Work with Product, Technology, Data, Risk, Finance, Compliance, Central CS, and Operations teams to improve systems supporting Credit Operations.Define enhancement requirements for workflow tools, case management, application queues, collections queues, reconciliation reports, CS escalation flows, and operational dashboards.Identify system needs such as better case tagging, task routing, ownership visibility, audit trails, maker-checker controls, exception tracking, and reporting fields.Support system integration requirements across internal platforms, payment partners, bank files, CS systems, collections tools, and finance reporting.Ensure enhancements are practical, controlled, scalable, and aligned with actual operational needs. 3. Product and Technology Requirement Coordination* Translate operational problems into business requirements, user stories, workflow maps, data requirements, and acceptance criteria.Validate requirements with the relevant operational owners before submission to Product and Technology.Ensure proposed system enhancements consider operational controls, reporting needs, user access, audit trail, customer impact, and scalability.Track enhancement requests, prioritisation, delivery timelines, dependencies, blockers, defects, and post-launch outcomes.Act as the main coordination point between Operations users and Product / Technology teams. 4. UAT and Post-Launch Validation* Coordinate UAT planning and execution from an Operations perspective.Ensure UAT scenarios reflect actual operating conditions, including edge cases, control points, escalation flows, system statuses, dashboard outputs, and exception handling.Track defects, issue resolution, retesting, and operational sign-off readiness.Validate whether system changes resolve the intended operational issue.Monitor post-launch adoption, system usage, performance impact, and unresolved operational gaps. 5. Automation and Productivity Transformation* Identify automation opportunities across application processing, income verification, collections, reconciliation, settlement, CS escalation, and reporting.Support automation initiatives such as OCR / AI income verification, automated task routing, automated reconciliation matching, collections prioritisation, and exception dashboards.Track manual effort reduction, productivity improvement, cost-to-serve impact, and automation ROI.Work with Operations Analytics to measure the impact of transformation initiatives.Ensure successful improvements are embedded into SOPs, dashboards, training materials, and governance routines. 6. Stakeholder and Change Management* Work closely with Credit Operations, Debt Collection, Reconciliation & Settlement, Operations Excellence & Governance, Product, Technology, Risk, Compliance, Finance, Central CS, QA, Training, and Data / BI teams.Facilitate alignment between operational needs, system feasibility, control requirements, and business priorities.Communicate system changes, workflow updates, and implementation impacts clearly to affected teams.Support post-launch issue tracking and coordinate remediation with the relevant owners.Ensure operational teams are prepared for system changes before implementation.#### Requirements* Minimum 5–8 years of experience in operations transformation, MIS, operations analytics, business analysis, product operations, process improvement, automation delivery, or financial services operations.Experience in fintech, banking, digital lending, credit operations, collections, reconciliation, payments, customer operations, or regulated financial services is preferred.Experience working with Product, Technology, Data / BI, Finance, Risk, Compliance, and Operations teams on system enhancements or workflow improvements.Experience in requirement gathering, UAT coordination, process mapping, dashboard development, operational reporting, and post-launch validation.Experience using operational data to identify performance gaps, process bottlenecks, and system improvement opportunities.* Technical and Functional Skills* Strong understanding of MIS, dashboarding, operational metrics, workflow analysis, and process improvement.Able to connect agent or team performance issues to system, workflow, process, reporting, or automation gaps.Able to translate operational problems into clear business requirements, user stories, workflow maps, and UAT scenarios.Comfortable working with operational datasets, dashboards, trackers, case management systems, CRM tools, workflow systems, collections systems, or reconciliation reports.Proficient in Excel / Google Sheets; familiarity with SQL, BI tools, workflow automation, OCR / AI use cases, or reporting tools is an advantage.Good understanding of controls, audit trails, maker-checker requirements, reporting logic, and operational governance.* Leadership and Behavioural Skills* Strong stakeholder management across Operations, Product, Technology, Data, Risk, Compliance, Finance, and CS.Structured, analytical, and practical in problem-solving.Able to translate frontline pain points into scalable system and process improvements.Delivery-focused with strong follow-through on open issues, blockers, and dependencies.Comfortable working in a new business launch or scaling environment.Able to balance operational efficiency, customer experience, control discipline, and technology feasibility.