TNG Digital Hiring! Full Time Analyst, Process Improvement (Operation) in Federal Territory - Ricebowl

At TNG Digital, part of TNG Digital Group, we build the tech behind TNG eWallet, one of Malaysia’s most used apps for payments and everyday life. Millions of people rely on us daily, not just to pay, but to manage money, access financial services, and get things done faster and simpler. Behind it all is a team that likes to question how things are done, move quickly, and try new ideas. If you enjoy solving real problems and seeing your work used at scale, you will feel right at home here.

Role Overview:

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.

What You'll Do:

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.

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.

Role Requirements:

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).

What you get:

Work your way

• Flexible working hours

Your wellbeing matters

• Medical coverage, with option to include dependants
• Extra leave for family and caregiving needs

Rewards that grow with you

• Monthly lifestyle allowance via TNG eWallet
• Long-term rewards for your contributions

Everyday support

• Mobile and broadband reimbursement

What it’s like to work here:

We care about people who take ownership, speak up, and want to make things better. Titles matter less than impact. Good ideas can come from anyone.

You will be working with people who are curious, practical, and not afraid to challenge each other in a good way.

Note: Only shortlisted candidates will be contacted.