Business Process & Policy Specialist

Mister Mobile; Malaysia; On-site; MYR 48,000 - 72,000; Full time

Job summary

Mister Mobile in Malaysia seeks a Business Process & Policy Specialist to strengthen internal policies, SOPs, and operational processes. You will review how work is carried out across departments, identify gaps, and translate requirements into practical policies, SOPs, workflows, and controls.

The role monitors compliance and drives process improvements to support scalable growth across the organisation. You will collaborate with Operations, Finance, HR, IT, and more.

Qualifications

• Diploma or degree in business or operations with relevant field.
• 2–4 years of experience in policy, SOP documentation, process improvement, or internal controls.
• Ability to translate operational processes into clear written procedures.
• Strong written and verbal communication with attention to detail.

Responsibilities

• Draft, review, update, and maintain company policies and SOPs.
• Work with department stakeholders to convert practices into structured procedures.
• Identify gaps, map workflows, and recommend practical improvements.
• Monitor compliance, document findings, and track corrective actions.
• Coordinate policy changes across departments and ensure understanding.

Skills

Process improvement

Documentation

Cross-functional collaboration

Analytical thinking

Communication skills

Education

Diploma or Degree in Business Administration, Business Management, Operations, Quality Management, or a related field

Tools

Microsoft Office

Google Workspace

Workflow mapping tools

Job description

We are looking for a Business Process & Policy Specialist to strengthen the company’s internal policies, standard operating procedures (SOPs), and operational processes.

This role is responsible for reviewing how work is currently carried out across departments, identifying process gaps or inconsistencies, and translating business requirements into clear and practical policies, SOPs, workflows, and control measures.

The role will work closely with different departments to ensure that internal processes are properly documented, communicated, implemented, and periodically reviewed. It will also support internal audits and process improvement initiatives to help the company maintain consistent and scalable ways of working as the organisation grows.

Key Responsibilities

1. Policy & SOP Development

• Draft, review, update, and maintain company policies, SOPs, guidelines, and internal process documentation.
• Work with department stakeholders to understand existing practices and convert them into clear, structured procedures.
• Ensure policies and SOPs clearly define responsibilities, approval requirements, controls, escalation points, and expected outcomes.
• Maintain proper version control and ensure outdated documentation is reviewed or replaced when processes change.

2. Process Review & Improvement

• Review existing workflows across departments and identify process gaps, duplication, unclear ownership, unnecessary manual steps, or operational risks.
• Map current and proposed workflows to improve clarity and consistency.
• Recommend practical process improvements while considering operational feasibility and business impact.
• Support departments in standardising processes across teams, branches, or functions where applicable.

3. Internal Compliance & Process Control

• Conduct periodic checks to assess whether established policies, SOPs, and internal processes are being followed.
• Identify deviations, control gaps, and areas where existing procedures may no longer be effective.
• Document findings and work with relevant stakeholders on corrective or preventive actions.
• Track agreed actions and follow up with responsible parties until completion.
• Support management in strengthening internal controls and operational accountability.

4. Cross-Department Coordination

• Work closely with Operations, Retail, Finance, HR, IT, Product, Marketing, and other relevant departments to understand their processes and requirements.
• Facilitate discussions when processes involve multiple departments or unclear ownership.
• Coordinate policy and process changes with relevant stakeholders before implementation.
• Ensure affected teams understand new or revised procedures and responsibilities.

5. Documentation & Governance

• Maintain a central and organised repository of policies, SOPs, workflows, templates, and supporting documents.
• Maintain policy review schedules and ensure documents are reviewed periodically.
• Keep records of process changes, approvals, audit findings, and improvement actions.
• Prepare process summaries, reports, flowcharts, checklists, or other documentation where required.
• Support the rollout of new policies, SOPs, and process changes.
• Gather feedback after implementation and identify areas requiring further refinement.
• Monitor whether implemented improvements achieve the intended operational outcome.
• Support continuous improvement initiatives as the company introduces new systems, services, departments, or business models.

Requirements

• Diploma or Degree in Business Administration, Business Management, Operations, Quality Management, or a related field.
• 2–4 years of relevant experience in policy, SOP documentation, process improvement, internal controls, quality management, operations, compliance, or a related function.
• Strong ability to understand operational processes and translate them into clear written procedures.
• Good analytical and problem-solving skills with strong attention to detail.
• Comfortable working across multiple departments and following up with stakeholders.
• Strong written and verbal communication skills.
• Able to organise documentation systematically and manage multiple review or improvement items concurrently.
• Proficiency in Microsoft Office or Google Workspace.
• Experience with workflow mapping, project management, or documentation tools will be an advantage.