At Nadi Tech, part of TNG Digital Group, we build and run secure, high-performance digital infrastructure that powers essential services across Malaysia.
Our platforms support large-scale B2B and public sector initiatives used by millions of people every day. That means reliability, security, and performance are not nice-to-haves. They are built into everything we do from day one.
We are looking for people who enjoy solving complex, real-world problems. People who think in systems, understand how things connect, and take pride in building infrastructure that is stable, scalable, and built to last.
Here, you will take ownership of systems that matter and see your work used in real, everyday scenarios.
What You'll Do:
1.Escalation & SLA Management
- Lead the resolution of complex BPO escalations that require cross-departmental (Tech/Product) intervention.
- Take full ownership of SLA governance, implementing recovery mechanisms for issues approaching the aging threshold.
- Conduct Root Cause Analysis (RCA) for high-impact incidents, transactional mismatches, and fraud alerts.
- Serve as the escalation point of contact for L1 BPO, OilCo, and Vendor issues surfaced to the operations team.
- Ensure First Call Resolution (FCR) discipline and actively reduce Repeated Contacts through clear, accurate solutions.
2.OS OPM & Process Improvement
- Lead the mapping and design of OS OPM (Operational Process Management) process flows to identify bottlenecks and service integrity gaps.
- Translate operational insights into actionable continuous improvement initiatives that enhance platform effectiveness and user experience.
- Define and revise operational programme SOPs, ensuring alignment across help portals, terminals, and partner integrations.
- Validate system-generated files and reports to ensure data integrity prior to final execution or stakeholder distribution.
3.Stakeholder Coordination & Reporting
- Act as the central operations liaison with internal Tech and Product teams and external stakeholders including OilCo partners.
- Support the preparation and facilitation of monthly operational syncs and quarterly performance reviews (MBR/QBR).
- Implement high-level reporting for operational KPIs and provide data-driven operational intelligence to inform weekly planning meetings.
- Maintain accurate issue logs, daily performance dashboards, and escalation trackers accessible to relevant stakeholders.
4.Data Insights & Analytics
- Analyse operational data trends (e.g., merchant issues, ticket volumes, repeat contacts) to surface actionable insights.
- Recommend initiatives based on data analysis to continuously enhance platform effectiveness and partner experience.
- Monitor retailer portals and internal systems for anomalies, delays, or failures, and escalate with clear impact documentation.
- Maintain awareness of platform health indicators and proactively flag risks to the Manager, Operations.
Role Requirements:
Experience
- 2 to 4 years of experience in operations, logistics, fintech, or related environments.
- Prior experience with NADI Tech systems or similar merchant/partner platforms is a strong advantage.
- Demonstrated experience managing escalations and coordinating cross-functional issue resolution.
Technical Skills
- Advanced proficiency in Microsoft Excel including Pivot Tables, VLOOKUP, and data visualisation.
- Deep understanding of escalation governance frameworks and SLA management principles.
- Experience in process mapping, SOP documentation, and operational reporting.
- Ability to interpret operational dashboards and system-generated reports with accuracy.
- Familiarity with ticketing platforms (e.g., Freshdesk) or CRM/support tools is an advantage.
Soft Skills & Competencies
- Ability to work independently with minimal supervision and manage multiple priorities.
- Strong attention to detail and commitment to accuracy across all deliverables.
- Analytical thinking and structured problem-solving mindset, especially under time pressure.
- Clear and professional communication skills for both internal coordination and external stakeholder management.
- Ability to perform effectively during high-volume escalation periods, month-end cycles, or system incidents.
What You Get
Work your way
Your wellbeing matters
- Medical coverage, with option to include dependants
- Extra leave for family and caregiving needs
Rewards that grow with you
- Monthly lifestyle allowance via TNG eWallet
- Long-term rewards for your contributions
Everyday support
- Mobile and broadband reimbursement
- Discounts and wellness perks
What it's like to work here
We value people who take responsibility, think clearly, and care about doing things right.
You will be working with a team that is practical, collaborative, and focused on building things that hold up under real pressure.
Note: Only shortlisted candidates will be contacted.
