Principal, Enterprise Process and Systems Enablement

U Mobile Sdn Bhd; Kuala Lumpur; On-site; MYR 180,000 - 280,000; Full time

Job summary

U Mobile Sdn Bhd seeks a Principal for Enterprise Process and Systems Enablement to lead design, documentation, system configuration and governance of lead-to-cash processes across acquisition channels, product types and operations.

You will combine process expertise with strong configuration capability, ensuring scalable, AI-supported ways of working and alignment across teams including Sales, Fulfilment, Customer Servicing and IT.

Qualifications

• 8–10 years in business process design, CRM administration, systems configuration, revenue operations or enterprise operations.

Responsibilities

• Partner with stakeholders and external consultants to design end-to-end lead-to-cash processes across channels, products and operations.
• Create detailed process guides with decision points, escalation triggers and data requirements.
• Design channel- and product-specific variations where standard processes do not apply.
• Own configuration decisions affecting fields, workflow stages, validation rules, routing and reporting structures.
• Maintain process-to-system mappings and documentation, dependencies and review dates.

Skills

Process design

CRM administration

Systems configuration

Revenue operations

Enterprise operations

Stakeholder collaboration

AI awareness in processes

Documentation

Job description

The Principal, Enterprise Process and Systems Enablement leads the design, documentation, system configuration and governance of lead-to-cash processes across U Mobile.

This role ensures business processes and supporting systems remain aligned across acquisition channels, product types and operational functions. You will combine process expertise with strong system configuration capability, helping teams adopt clear, scalable and AI-supported ways of working.

The Day-to-Day Activities

• Partner with business stakeholders and external consultants to design end-to-end lead-to-cash processes across acquisition channels, product types and operational functions.
• Create detailed, step-by-step process guides in the central repository, including decision points, exception handling, escalation triggers, handover requirements, required data and actions when a handover does not meet the standard.
• Design and document channel- and product-specific process variations where the standard process does not apply.
• Own business configuration decisions that affect process execution, including fields, workflow stages, validation rules, routing, service-level settings, user screen layouts and reporting structures.
• Keep processes and system configurations aligned whenever either changes; maintain process-to-system mapping, configuration documentation, business rationale, dependencies, review dates and manual fallback arrangements.
• Manage user-facing system setup for operational teams, including field layouts, record types, page layouts, list views and reporting dashboards; identify configuration gaps and recommend practical solutions.
• Build AI and automation considerations into process design, identifying where AI can reduce manual work, improve decisions or speed up turnaround times.
• Define AI-assisted workflows, including where AI can make decisions, provide recommendations or escalate to people, and establish clear human review and accountability requirements.
• Use data from AI tools—including deflection, anomaly, sentiment and exception data—to support regular process reviews and improvements.
• Drive process adoption across operational teams by setting compliance checkpoints, measuring adherence and addressing recurring non-compliance through investigation, redesign and documentation updates.
• Act as the main internal contact for external process consultants, coordinating workstreams, reviewing and challenging deliverables, approving outputs and ensuring knowledge is transferred to internal documentation.
• Identify and escalate process and system workstream risks, such as delays, scope gaps and configuration conflicts, with proposed solutions; establish ongoing ownership, review schedules and the first internal process audit within 90 days after consultant exit.

About You

• Education: No specific education requirement was stated in the original job description.
• 8–10 years in business process design, CRM administration, systems configuration, revenue operations or enterprise operations.
• A strong record of owning end-to-end process design and documentation across a complex, multi-stage business lifecycle.
• Experience building processes and system configurations from the ground up, as well as translating process changes into system configuration changes.
• Comfortable working with external implementation consultants and able to review, challenge and retain their deliverables.
• Able to design practical, detailed and easy-to-follow processes that cover exceptions and can be used confidently by new team members.
• Accountable for process adoption, with the confidence to set standards, address non-compliance and ensure systems are not changed without proper review.
• Strong attention to detail and clear written communication, with the ability to manage complex process and system requirements accurately.
• Sound judgement in applying AI to processes, including where AI should decide, recommend or involve a person.
• Collaborative and effective across Sales, Fulfilment, Customer Servicing, Partner Operations, Product and IT.
• Telecommunications or enterprise B2B experience is an advantage.