MY - CS - Product Operations

Zealgroup; Kuala Lumpur; On-site; MYR 90,000 - 130,000; Full time

Benefits offered by this job

Life Insurance

Team Building

Job summary

Zealgroup is seeking a Product Operations Executive in Kuala Lumpur to bridge Client Experience and product teams, driving process optimization and automation. You will translate workflows into system-driven solutions and define actionable product requirements.

The role emphasizes cross-functional collaboration, UAT participation, and KPI tracking to improve operational efficiency and customer experience.

Qualifications

• Bachelor’s degree or above in a relevant field.
• 3+ years of experience in product operations or business operations, customer service operations, or related roles.
• Experience in fintech, trading platforms, payments, brokerage, or forex industries is preferred.

Responsibilities

• Map and optimize Customer Service workflows within the Client Experience department.
• Translate operational needs into product improvements and PRDs.
• Collaborate with product and technical teams to drive requirement reviews, development, and deployment.
• Participate in UAT testing to ensure features meet business needs.
• Establish KPIs and monitor post-launch performance for efficiency gains and error reductions.

Skills

Process mapping

Stakeholder management

Product requirements

Data analysis

Cross-functional collaboration

UAT testing

Education

Bachelor’s degree in Finance, Economics, Information Management or related fields

Tools

PRD writing

Axure/Figma

Workflow diagrams

SQL basics

Job 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

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

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)

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:

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

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

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

Personal Attributes

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

Benefits

What we can offer you:

• Life Insurances
• Team Building