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The Process Improvement Associate is responsible for analyzing, designing, and implementing process enhancements within the Operation Support Service Department at TNG Digital Sdn Bhd. This role focuses on optimizing workflows, reducing operational inefficiencies, and driving continuous improvement initiatives to support the department's goals of delivering exceptional service quality, scalability, and cost-effectiveness. The ideal candidate will leverage data-driven insights, process mapping, and lean methodologies to foster a culture of innovation and operational excellence.
1.Key Responsibilities
A. Process Analysis & Documentation
- Conduct thorough analyses of existing operational processes within the Operation Support Service Department, including but not limited to customer support, back-office operations, vendor management, and system support.
- Document current processes using flowcharts, SOPs (Standard Operating Procedures), and other relevant tools to identify bottlenecks, redundancies, and areas for improvement.
- Collaborate with cross-functional teams to gather insights and validate process findings.
B. Process Design & Improvement
- Design and propose optimized processes that enhance efficiency, reduce turnaround time, minimize errors, and lower operational costs.
- Apply Lean, Six Sigma, or other process improvement methodologies to drive measurable improvements..
C. Data-Driven Decision Making
- Collect, analyze, and interpret operational data (e.g., KPIs, metrics, performance dashboards) to identify trends, root causes of issues, and improvement opportunities.
- Prepare regular reports and presentations for management, highlighting findings, recommendations, and progress against improvement goals.
D. Change Management & Implementation
- Monitor the adoption of new processes and address any resistance or challenges through effective communication and stakeholder engagement.
- Ensure seamless integration of process changes with existing systems and workflows.
E. Continuous Improvement Culture
- Promote a culture of continuous improvement by encouraging feedback, facilitating brainstorming sessions, and recognizing team contributions.
- Stay updated on industry best practices, emerging technologies, and process improvement trends relevant to digital financial services (e.g., e-wallet operations, fintech support).
F. Collaboration & Support
- Work closely with the Operation Support Service Manager/Head to align process improvement initiatives with departmental strategies.
- Liaise with IT, Product, Customer Experience, and other departments to ensure cross-functional process alignment and support.
2. Key Performance Indicators (KPIs)
- Process Efficiency: Reduction in process cycle time, error rates, or operational costs.
- Project Delivery: Timely completion of process improvement projects and initiatives.
- Stakeholder Satisfaction: Positive feedback from internal teams and management on implemented changes.
- Data Accuracy: Quality and reliability of data used for analysis and reporting.
- Adoption Rate: Successful implementation and adoption of new processes by the team.
3. Qualifications & Competencies
A. Education & Experience
- Bachelor's or Master's degree in Business Administration, Operations Management, Engineering, or related field.
- Minimum of 3 years of experience in process improvement, operational excellence, or business analysis, preferably in fintech, e-wallet, digital services, manufacturing or a fast-paced technology environment.
- Certification in Lean Six Sigma (Yellow/Green Belt) or similar methodologies is a plus.
B. Skills, Abilities & Personalities
- Analytical Skills: Strong ability to analyze complex processes, interpret data, and derive actionable insights.
- Technical Proficiency: Experience with process mapping tools (e.g., Lucidchart, Visio), data analysis tools (e.g., Excel, SQL, Tableau), and collaboration platforms (e.g., Jira, Confluence).
- Communication: Excellent verbal and written communication skills, with the ability to present ideas clearly to both technical and non-technical stakeholders.
- Problem-Solving: Creative and pragmatic approach to solving operational challenges.
- Project Management: Basic project management skills to plan, execute, and monitor improvement initiatives.
- Team Player: Ability to work collaboratively in a dynamic, cross-functional environment.
- Personalities: Conscientiousness, Assertive (Can Speak Up), High Curiosity (Openness).
Our Perks and Benefits:
- Flexi clock-in hours.
- Monthly eWallet allowance.
- Additional 1% employer EPF contribution from your 1st to 3rd year of service, with further increases based on your continued years of service.
- Unlimited office pantry fruits, snacks and drinks.
- Mobile and broadband subscription reimbursement.
- Flexibility to opt dependants coverage (spouse, child, parents or parents-in-law) for outpatient medical benefits.
- Additional leave including family leave and paid care leave to care for family members.
- Medical coverage including dental, optometrist, mental care, maternity, registered Traditional Chinese Medicine (TCM) and Chiropractic.
- Corporate membership discount and many more to explore.
We believe that you have what it takes to fit into the Touch n Go family and help revolutionize the Fintech industry by paving the way to a cashless society. If you're ready to take the next step, apply now!
Touch n Go is an organization that strives to provide Equal Opportunity Employment, based on merit, qualifications, capabilities, and calibre. It is Touch n Go's policy to not discriminate based on age, race, religion, colour or other personal status, identity or characteristics. Fair Opportunity is Our Value and Practice. Please advise us of any accommodations you may need by e-mailing: [Confidential Information]
Note: Only shortlisted candidates will be contacted.
