Senior Associate, Business Analyst | TNG Digital

Touch 'n Go Group; Kuala Lumpur; On-site; MYR 150,000 - 200,000; Full time

Job summary

A leading fintech company in Malaysia seeks a Business Analyst for its 24/7 Fraud Careline. The role emphasizes data-driven decision-making, requiring expertise in metrics analysis, reporting, and operational insights to enhance customer experience. Ideal candidates will have a strong analytical background and be comfortable handling large datasets.

Qualifications

• Strong analytical mindset and attention to detail.
• Qualification in Business Administration or related field.
• Experience with large datasets and executive-level reporting.

Responsibilities

• Own generation and analysis of operational metrics.
• Perform root cause analysis for KPI fluctuations.
• Facilitate operational meetings and document key initiatives.

Skills

Analytical mindset

Attention to detail

Communication skills

Proficient in Microsoft Excel

Experience with reporting tools

Education

Bachelor’s Degree in Business Administration, Statistics, Finance, Data Analytics, Information Systems

Tools

Microsoft Excel

PowerPoint

Google Suite

Job description

We fuel the ideas and ambitions of our people with an environment built on Our DNA of Love, Entrepreneurship, Agility, and Passion – LEAP

We are a culture that empowers everyone to innovate and create solutions that will leave a positive impact on our communities and our nation, Touch ‘n Go will always be here to inspire our talents to grow as leaders and innovators giving you the power to make a difference.

JOB BRIEF

As a Business Analyst, Fraud Careline plays a key role in driving data-led decision-making and continuous improvement within the 24/7 Fraud Careline function. This role is responsible for churning reports, conducting performance analytics, and translating data into actionable insights to enhance service delivery, efficiency, and customer experience. The Business Analyst supports the leadership team by preparing business reviews, identifying operational gaps, and tracking key initiatives to uphold the highest fraud management and care standards.

JOB RESPONSIBILITIES

• Own the generation, analysis, and presentation of operational metrics (e.g. CSAT, DSAT, agent productivity, call/chat/email volume, and fraud trends).
• Develop and present business review decks including observations, pain points, and improvement plans, tailored to different audiences.
• Perform root cause analysis and variance investigation for KPI fluctuations or unusual activity patterns.
• Automate and distribute daily/weekly/monthly reports to internal stakeholders, ensuring timely escalation of anomalies or incidents.
• Act as the custodian of the careline’s reporting tools, performance dashboards, and project implementation calendars.
• Facilitate operational meetings by maintaining clear documentation and follow-up logs; serve as the central reference point for ongoing initiatives.
• Collaborate with WFM, Team Leaders, and Fraud Ops to enhance transparency, forecasting accuracy, and productivity tracking.

JOB REQUREMENTS

• Bachelor’s Degree in Business Administration, Statistics, Finance, Data Analytics, Information systems or a related field.
• (Diploma holders with at least 3 years of relevant experience in analytics or contact center operations may also be considered.)
• Strong analytical mindset and attention to detail, with a passion for uncovering patterns behind numbers.
• Proficient in Microsoft Excel, PowerPoint, and Word; experience with Lark, Google Suite, or other reporting tools is an added advantage.
• Experience in handling large datasets and preparing executive-level reports and presentations.
• Excellent written and verbal communication skills to translate data into clear business insights.
• Self-motivated, organized, and able to manage multiple deliverables in a fast-paced environment.
• Experience in a customer care, fraud operations, or digital services environment is an added advantage.
• Preferred certifications: Microsoft Excel Specialist, Power BI, or Google Data Analytics (not mandatory but beneficial).

We believe that you have what it takes to fit into the Touch ‘n Go family and help revolutionize the Fintech industry by paving the way to a cashless society. If you're ready to take the next step, apply now!

Touch ‘n Go is an organization that strives to provide Equal Opportunity Employment, based on merit, qualifications, capabilities, and calibre. It is Touch ‘n Go’s policy to not discriminate based on age, race, religion, colour or other personal status, identity or characteristics. Fair Opportunity is Our Value and Practice. Please advise us of any accommodations you may need by e-mailing: [e-mail]

Note: Only shortlisted candidates will be contacted.