MY - CS - Product Operations

Zeal Group· Customer service
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📍 Kuala Lumpur, Federal Territory of Kuala Lumpur, MalaysiaFull time

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:

  1. 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
  2. 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)
  3. 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.)

Job Requirements:

  1. 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
  2. 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
  3. 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
  4. Personal Attributes
    • Results-oriented with strong execution ability
    • Logical, detail-oriented, and meticulous

What we can offer you:

  • Life Insurances
  • Team Building

Frequently Asked Questions

Is the salary disclosed for the MY - CS - Product Operations position at Zeal Group?
The salary for this MY - CS - Product Operations role at Zeal Group is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the MY - CS - Product Operations position at Zeal Group located?
This MY - CS - Product Operations role at Zeal Group is based in Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
Is the MY - CS - Product Operations role at Zeal Group full-time or part-time?
This is listed as a Full time position. It is posted as a MY - CS - Product Operations role in the Customer service department at Zeal Group.
Which team or department does the MY - CS - Product Operations at Zeal Group belong to?
This MY - CS - Product Operations position is part of the Customer service department at Zeal Group. See the full job description for more information about the team structure and responsibilities.
How do I apply for the MY - CS - Product Operations position at Zeal Group?
Click the "Apply Now" button on this page. You will be redirected to Zeal Group's official application portal hosted on workable where you can submit your application directly.
When was the MY - CS - Product Operations job at Zeal Group posted?
This MY - CS - Product Operations position at Zeal Group was posted on May 6, 2026. Apply as soon as possible — early applications are often reviewed first.
MY - CS - Product Operations
Zeal Group
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