Specialist, Business Process Improvements

TNG Digital Sdn Bhd; Kuala Lumpur; On-site; MYR 60,000 - 120,000; Full time

Job summary

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

Qualifications

• 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.

Responsibilities

• 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.

Skills

Analytical thinking

Problem solving

Stakeholder management

Communication

Process modelling

Lean Six Sigma

SOP development

SQL

Power BI

Automation tools

Education

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

Tools

BPMN

Visio

SQL

Power BI

Automation tools

Microsoft Office

Job description

Specialist, Business Process Improvements##### Contact usLoginBack# Specialist, *Business Process Improvements*NEWKuala Lumpur, MalaysiaPermanent#### Duties & Responsibilities* 1. Analyse end-to-end operational processes to identify inefficiencies, bottlenecks and root causes of repeated customer contacts.* 2. Drive execution of assigned RC reduction initiatives, including requirement gathering, CES/DAI alignment, action closure and pre/post impact tracking.* 3. Translate operational pain points into workflow, SOP, macro, training or system enhancement requirements.* 4. Coordinate operational readiness for RC-impacting changes such as OCR pre-check, chatbot handover and verification flow updates, including UAT participation and agent readiness.* 5. Support Project Fusion change readiness across SOP/OSOPM governance, UAT follow-up, end-user training readiness, and pre- and post-go-live issue management.* 6. Co-develop and operationalise the Chatbot Enhancement SOP and governance framework so that enhancements are assessed, tested, documented and adopted before and after go-live.* 7. Develop and maintain SOPs, process flows, training materials and user guidance for assigned initiatives.* 8. Identify opportunities to automate tasks and optimise the use of tools and data.* 9. Maintain the BPI portfolio tracker with progress, dependencies, risks and evidence for management reporting.* 10. Partner with Operations, CES, Product, UED, DAI/Tech, Risk and BI to align requirements and drive adoption.#### Requirements* 1. Bachelor's degree in Business Administration, Operations Management, Information Systems or a related discipline.* 2. Minimum 2 years of experience in business process analysis, process improvement, business analysis or operational excellence.* 3. Strong analytical and problem-solving skills, with the ability to use operational data to size problems and measure impact.* 4. Proficiency in process modelling and analysis tools (e.g. BPMN, Visio). Familiarity with Lean, Six Sigma or similar methodologies is an advantage.* 5. Experience developing SOPs, process documentation or training materials.* 6. Strong stakeholder management skills, with the ability to coordinate cross-functional inputs and drive timely closure without direct authority.* 7. Good communication skills, with the ability to present clearly to both frontline and management audiences.* 8. Proficiency in Microsoft Office. Experience with SQL, Power BI or automation tools is an advantage.* 9. Experience in fintech, eWallet, ePayment or contact-centre operations is highly regarded.* 10. Exposure to UAT, change enablement or operational readiness for system rollouts is an added advantage.Apply Now