Specialist, Process & Systems Enablement

U Mobile Sdn Bhd; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Benefits offered by this job

Medical benefits

Dental & optical benefits

Insurance coverage

Flexible working hours

Staff device subsidy

Smart casual attire

Parental leave

Public transport access

Employee discounts

Job summary

U Mobile Sdn Bhd is seeking a Specialist, Process & Systems Enablement to design, improve and adopt lead-to-cash processes across products and channels. You will translate business needs into practical processes and system requirements, identifying automation opportunities and driving improvements to operational performance and customer experience.

You will lead discovery workshops, assess impact, and define requirements for system enhancements while coordinating with stakeholders and external

Qualifications

• 5–7 years in business process design, business analysis, CRM administration, systems configuration, revenue operations, operational excellence or enterprise operations.
• A strong track record of analysing, designing and documenting current and future business processes within an operational area or customer lifecycle.
• Able to translate business needs into process changes, system requirements and acceptance criteria.

Responsibilities

• Design and improve lead-to-cash processes across products and channels.
• Analyse current processes and develop practical future ways of working.
• Document processes clearly in the central repository for consistency.
• Lead process discovery, requirements gathering and validation workshops.
• Assess impact of process changes on people, systems and customer experience.
• Translate approved processes into system requirements and configuration recommendations.
• Maintain process-to-system mapping and documentation; identify gaps and improvements.
• Define requirements, user stories and acceptance criteria for system enhancements.

Skills

Business process design

Business analysis

CRM administration

Systems configuration

Revenue operations

Operational excellence

Enterprise operations

Cross-functional workshops

Stakeholder management

Education

Bachelor's Degree

Tools

CRM systems

Job description

Specialist, Process & Systems Enablement

Closing Date: 31/01/2027

From Ringgit Malaysia0.00

Life at U Mobile

We are Passionate, Innovative, Trustworthy, Team-Oriented & Fun-Loving.

At U Mobile, we are always on the lookout for great talents and passionate individuals to join our growing team. Let’s start your journey with an award-winning organization!

Top Reasons To Join Us!

• Awarded For Most Preferred Employers in Telecommunication Industry (2022, 2023 & 2024)
• Bronze Winner in Cross-Generational Workforce Engagement (2024)
• Gold Winner for Excellence in Workplace Culture (2021)
• Comprehensive medical, dental, optical and insurance benefits
• Flexi working hours arrangements
• Staff Line & Device Subsidy
• Smart Casual Attire
• Child Parental Care Leave
• Convenient location with access to public transport (Imbi Monorail/Bukit Bintang MRT)
• Special employee discounts for selected F&B Brands

Job Summary

Support the design, improvement and adoption of lead-to-cash processes across products, channels and operational teams. You will translate business needs into practical processes and system requirements, identify opportunities for automation, and help deliver process improvements that strengthen operational performance and customer experience.

The Day-to-Day Activities

• Design and improve assigned lead-to-cash processes across products, acquisition channels and operational functions, including process variations, handovers, decision points, exceptions and escalation paths.
• Analyse current processes and develop practical future ways of working that address operational issues and business requirements.
• Document processes clearly in the central repository, so operational teams and new team members can perform them consistently.
• Lead process discovery, requirements-gathering and validation workshops with operational stakeholders and subject matter experts.
• Assess the impact of process changes on people, systems, data, controls and customer experience, and elevate decisions with significant cross‑functional or company‑wide impact.
• Translate approved processes and operational needs into system requirements and configuration recommendations, including fields, workflows, validations, routing, service levels, user screens and reporting.
• Maintain process-to-system mapping and configuration documentation, including dependencies, business rationale, review history and manual backup arrangements; identify gaps and recommend improvements.
• Define requirements, process rules, user stories and acceptance criteria for system enhancements, and support testing, defect validation and readiness activities.
• Identify opportunities to use AI and automation to improve manual, repetitive or time‑driving work, while ensuring appropriate human review, exception handling, escalation and performance monitoring.
• Drive process adoption and compliance through practical controls, communications, training and knowledge transfer; investigate recurring issues and implement approved corrective actions.
• Identify bottlenecks, rework, failure points, unnecessary handovers and control gaps; lead improvement initiatives, track implementation risks and dependencies, and measure the impact of changes.
• Act as the internal contact for external consultants supporting process and system workstreams, coordinating inputs and workshops, reviewing deliverables, escalating risks, and ensuring knowledge is transferred to internal teams and documentation.

About You

• Education: [Insert the original education requirement here.]
• 5–7 years in business process design, business analysis, CRM administration, systems configuration, revenue operations, operational excellence or enterprise operations.
• A strong track record of analysing, designing and documenting current and future business processes within an operational area or customer lifecycle.
• Comfortable independently owning a process area, operational domain or process improvement workstream.
• Able to translate business needs into process changes, system requirements, configuration recommendations, user stories and acceptance criteria.
• Skilled in leading process discovery, requirements‑gathering and solution‑design workshops with cross‑functional stakeholders.
• Proven ability to lead small to medium improvement initiatives, or own a defined work package within a larger transformation programme.
• Familiar with CRM or enterprise operational platforms, system enhancements, user acceptance testing and business‑readiness activities.
• Telecommunications or enterprise B2B exposure is an advantage.
• Experience working with external consultants, technology vendors or implementation partners is an advantage.

Minimum Education

Bachelor's Degree

Industry

IT / Science & Technology,Other Industries,TELCO

Spoken Language

Malay, English