Program Analyst – Product (Kuala Lumpur, Malaysia)

Program Analyst – Product (Kuala Lumpur, Malaysia)

OUR CLIENT IS OPEN TO APPLICANTS FROM OVERSEAS

Our client is a dynamic, fast moving organization that specializes in providing services for trading in the financial markets. With 1000+ employees, they have grown fast since their formation in 2008.

They are now looking for a Product Analyst – Product.  This is a project-based, business-improvement role for our client’s web based personal account platform. You will guide our client’s businesses to improve processes and operational efficiency by identifying and managing the execution of platform enhancements that reduce the need of our client’s customer support personnel to intervene. You will gather, document, and analyze requirements around business challenges, and then produce data-driven solutions. Think of  the role like an interpreter for communication between IT/ technology implementation teams and business and operations stakeholders to ensure all involved work together to attain the best results. Your overall goal is to reduce our client’s customer service contacts and time spent in processes that can be automated, streamlined, or made self-service through technology solutions ($ savings).

Overall success measurements:

• Project implementations (completed projects score)

• Improve efficiency (Total Resolution Time)

• Contact rate

• Improve Account Management (Retention rate, customer segmentation)

• CSAT (Customer and stakeholder score)

Responsibilities

• Communication – creates an environment for open conversations between the Product technology team and the business/ operations to clearly communicate information and requirements of the request types

• Gather requirements – Must understand project goals and clarification on what stakeholders want to accomplish and how that will be measured. Interview stakeholders, research information or processes related to the project, and observe teams as they work to provide better context into requests

• Documenting requirements. Recording what was discussed, seen, and learned. Be clear and concise with the correct technical terminology so the information can be easily understood by stakeholders and anyone else involved

• Analyzing information – review requirements to best direct developers on how to accomplish their team’s business goals. Use data and priorities to provide more detail and be able to provide operational examples

• Implement solutions – based on analysis identify options for solving business challenges through managing the implementation of enhancements through robust project management. Choose the best option and move forward with the best solution. Ensure solutions are running smoothly and as expected by confirming stakeholders are seeing benefits. Escalate if anything else is needed to support the implementation through steady-state

• Testing and audit – Maintains steady-state testing and audit processes for key solutions. Coordinate with Customer and Partner Operations teams for documentation and sample sizes. Build documentation material to support the implemented solution

Qualifications

• 3+ years of project management experience

• 3+ years building requirements and implementing solutions between Product systems and business owners

• 3+ years driving product/ process improvement initiatives based on data

• 3+ years in brokerages or fintech preferred

• Bachelor’s Degree, preferably in technical and/ or financial backgrounds
• COPC certification preferred
• Data Analysis, capturing, storing and reporting historical statistics (call, Chat, email volumes, AHT, service level, forecast accuracy, etc)

• Must have strong mathematical and statistical skills to maintain accurate data reporting

• Proficiency in Microsoft Office Applications including Word & Excel and other relevant software

• Knowledge of ACD/Call routing, Telephony PBX inbound/ outbound

• Functional Knowledge of operating WFM software