Process Improvement Specialist – FinTech Ops & Automation

TNG Digital Sdn Bhd; Kuala Lumpur; In loco; MYR 60.000 - 120.000; Tempo pieno

Descrizione del lavoro

TNG Digital Sdn Bhd in Kuala Lumpur, Malaysia is seeking a Specialist in Business Process Improvements to analyse end-to-end operations, identify inefficiencies and drive RC reduction initiatives. You will translate pain points into SOPs, workflows and system enhancements, coordinating readiness for changes such as OCR pre-check, chatbot handover and UAT participation.

Join a team collaborating with Operations, CES, Product, Risk and BI to align requirements and measure impact, with a minimum of

Competenze

• Bachelor's degree in Business Administration, Operations Management, Information Systems or related discipline.
• Minimum 2 years of experience in business process analysis or improvement.
• Strong analytical and problem-solving skills; ability to use data to size problems and measure impact.
• Proficiency in process modelling tools (BPMN, Visio); Lean Six Sigma is a plus.
• Experience developing SOPs, process documentation or training materials.
• Strong stakeholder management with cross-functional coordination; good communication.
• Proficiency in Microsoft Office; SQL, Power BI or automation tools is an advantage.
• Experience in fintech/eWallet/ ePayment or contact-centre ops is highly regarded.
• Exposure to UAT / change enablement or operational readiness for system rollouts is a plus.

Mansioni

• Analyse end-to-end processes to identify inefficiencies and root causes of repeat customer contacts.
• Drive RC reduction initiatives: requirements gathering, CES/DAI alignment, action closure and impact tracking.
• Translate pain points into SOPs, workflows, macros, training or system enhancements.
• Coordinate readiness for RC-impacting changes (OCR pre-check, chatbot handover, verification flow) including UAT participation.
• Support Project Fusion change readiness: governance, UAT follow-up, end-user training readiness and issue management.
• Co-develop and operationalise the Chatbot Enhancement SOP and governance framework.
• Develop and maintain SOPs, process flows, training materials and user guidance.
• Identify opportunities to automate tasks and optimise tools and data.
• Maintain the BPI portfolio tracker with progress, dependencies, risks and evidence for management reporting.
• Partner with Operations, CES, Product, UED, DAI/Tech, Risk and BI to align requirements and drive adoption.

Conoscenze

Analytical thinking

Problem solving

Stakeholder management

Communication

Process modelling

Lean Six Sigma

SOP development

SQL

Power BI

Automation tools

Formazione

Bachelor's degree in Business Administration / Operations Management / Information Systems

Strumenti

BPMN

Visio

SQL

Power BI

Automation tools

Microsoft Office

Descrizione del lavoro

TNG Digital Sdn Bhd in Kuala Lumpur, Malaysia is seeking a Specialist in Business Process Improvements to analyse end-to-end operations, identify inefficiencies and drive RC reduction initiatives. You will translate pain points into SOPs, workflows and system enhancements, coordinating readiness for changes such as OCR pre-check, chatbot handover and UAT participation.

Join a team collaborating with Operations, CES, Product, Risk and BI to align requirements and measure impact, with a minimum of