Assistant Manager, Business Process & Campaign Operations | TNG Digital

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We are a culture that empowers everyone to innovate and create solutions that will leave a positive impact on our communities and our nation. Touch ‘n Go will always be here to inspire our talents to grow as leaders and innovators, giving you the power to make a difference.

JOB BRIEF

The role will be responsible for optimising our business processes and managing the campaign setup in the Campaign Management System, while consulting internal departments with their end-to-end campaign configuration, monitoring & optimisation. The ideal candidate will possess a strong background in process management, campaign operations, and a proven ability to drive efficiency and effectiveness across cross-functional teams.

B. JOB RESPONSIBILITIES

1. Business Process Management: Analyze current business processes, identify areas for improvement, and develop strategies for optimisation.
2. Design and document process workflows, ensuring alignment with organizational goals and objectives.
3. Implement best practices and methodologies in Business Process Management (BPM) to streamline operations and enhance productivity.
4. Continuously assess process performance, collect and analyze data, and propose enhancements to drive operational excellence.
5. Campaign Operations: Manage end-to-end operations for the Campaign Management System from campaign setup, provide solutions for various stakeholders on their business needs & ensure the standard operating procedure is adhered to.
6. Support in campaign operation for internal department campaigns which are aligned with business priorities and deliver towards targeted business metrics.
7. Regularly review and refine end-to-end campaign processes to improve work efficiency.
8. Identify and document workflows, deliverables, QA process and SLA across all campaigns.
9. Continuous enhancement of campaign portal for faster speed to market, intuitive usability and feature enhancement with the application of data and customer understanding to close the business gap.
10. Conduct regular assessments and make recommendations based on campaign priorities and impacts.
11. Assist superior with data analysis deep dive insights and constructive feedback to key stakeholders.
12. Business Operations: Work closely with internal business units to ensure daily business operations are smooth and efficient.
13. Manage escalation from customer service teams, which includes inquiries, concerns, and issues promptly and professionally. Work closely with customer service team responsible for handling inquiries, requests, and issues related to the business.
14. Manage manual points issuance cases together with the customer service team and operation teams. Ensure that all adjustments are done promptly and accurately.
15. Ensure compliance with regulatory requirements, industry standards, and company policies in all operational activities.
16. Cross-functional collaboration: Work closely with internal teams, including marketing, sales, product management, and IT, to align campaign objectives with overall business objectives.
17. Foster a collaborative environment and build strong working relationships with stakeholders to drive successful campaign execution and process improvement initiatives.
18. Communicate effectively across teams to ensure clarity of goals, expectations, and deliverables.

Qualifications

Education: Bachelor’s degree in Business Administration, Operations Management, Marketing or a related field;

Experience:

Minimum of 5 years of proven experience in operations management or a similar role, preferably in the fintech industry.

Skills/Knowledge:

• Excellent oral and written communication skills. Need to be able to develop working relationships with multiple stakeholders to field high volumes of requests and manage expectations.
• Inquisitive and process-oriented with a focus on leveraging data to optimize campaign performance for opportunity creation.
• Equipped with a growth mindset, go-getter and self-motivated.
• Highly motivated to solve complex challenges.
• Ability to drive campaign operation excellence and execute with detail.
• Ability to thrive in a fast-paced, complex and dynamic environment.

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: mycareer@tngdigital.com.my

Note: Only shortlisted candidates will be contacted.