MY - CS - Product Operations

About this role

Role Summary:
This role sits within the Client Experience department, focusing on understanding Customer Service workflows and operations, and translating them into scalable, system-driven solutions. The Product Operations executive will act as a key bridge between Customer Service and product teams, driving process optimization, automation, and continuous product improvements to enhance operational efficiency and customer experience.

Job Responsibilities:
Business Process Mapping & Optimization
Gain a deep understanding of Customer Service workflows and operations within the Client Experience department
Map out existing manual processes, identifying inefficiencies and risk points
Design standardized and scalable business processes and SOPs
Define key functional logic, data fields, process nodes, and exception-handling mechanisms
Product Requirement Development
Act as a bridge between Client Experience (Customer Service) and product teams to translate operational needs into product improvements
Clearly articulate Customer Service workflows and requirements to product teams, ensuring accurate implementation
Based on business pain points, produce clear and comprehensive Product Requirement Documents (PRDs)
Transform manual processes into system-driven and automated solutions (e.g., rule engines, approval workflows, configurable tools)
Cross-functional Collaboration & Execution
Work closely with product managers and technical teams to drive requirement reviews, development, and deployment
Liaise with relevant product departments to improve system capabilities supporting Customer Service operations
Track project progress, coordinate resources, and ensure timely delivery
Participate in UAT testing to ensure features meet business needs and enhance operational efficiency
Establish key performance indicators (KPIs), continuously track post-launch performance, and analyze data (efficiency gains, manpower savings, error rates, etc.)
Requirements
Job Requirements:
Experience Requirements
Bachelor’s degree or above; preference for majors in Finance, Economics, Information Management, or related fields
At least 3 years of experience in product operations, business operations, Customer Service operations, or related roles
Experience in fintech, trading platforms, payments, brokerage, or forex industries is preferred
Core Competencies
Strong process mapping skills: ability to structure and standardize complex Customer Service workflows
Product mindset: ability to translate operational/business problems into product requirements
Strong communication and stakeholder management skills: able to effectively collaborate with Customer Service, product, and technical teams
Project execution skills: experience in driving projects end-to-end from requirements to launch
Data analysis skills: able to evaluate optimization outcomes through data
Technical/Professional Skills (Preferred)
Experience in process automation, rule engines, or risk control systems
Familiarity with PRD writing, Axure/Figma, or workflow diagram tools
Basic SQL or data analysis skills are a plus
Personal Attributes
Results-oriented with strong execution ability
Logical, detail-oriented, and meticulous
Benefits
What we can offer you:
Life Insurances
Team Building