MY - CS - Product Operations

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