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