About the 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:
- 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
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