全职 Associate Director, Operations Governance 工作, 薪水, TNG Digital Federal Territory 公司招聘中 - 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

Lead end-to-end governance of all Operations processes and serve as the central coordination point for Operations matters involving internal and external auditors. Establish and oversee process ownership, policies, standard operating procedures, controls, monitoring, and escalation to ensure consistent execution and timely remediation of gaps. Integrate training, quality assurance, knowledge management, and customer experience improvement into this governance mandate. The Associate Director is accountable for governance delivery within delegated authority and escalates material risks and decisions to the Head, Excellence Centre, while process owners remain accountable for operational execution and auditors retain independent assurance responsibilities.

What You'll Do:

• Drive Business Impact through Data: Write and optimize advanced SQL queries to extract insights from large datasets. Translate data into clear, actionable recommendations that influence marketing strategies, product enhancements, and business growth.
• Champion a Data-First Culture: Collaborate with marketing, product, and leadership teams to solve problems, validate hypotheses, and embed data-driven decision-making into the DNA of our company.
• Tell Compelling Stories with Data: Develop and maintain dashboards and reports that monitor key performance metrics, ensuring stakeholders have timely and accurate visibility into the business.
• Ensure Data Quality & Standards: Take ownership of data integrity, consistency, and reporting standards, working with data engineering teams to resolve issues and improve processes.
• Enhance our Analytical Capabilities: Contribute to the development of frameworks, tools, and processes that improve the efficiency and impact of our analytics function.
• Mentor & Collaborate: Provide support to junior analysts, fostering best practices in analytics, problem-solving, and storytelling with data.

Role Requirements:

1. End to End Operations Governance

• Establish and maintain a governance framework covering the entire Operations process lifecycle, including process design, approval, execution, monitoring, change, and retirement, across teams, systems, hand-offs, and outsourced activities where applicable.
• Maintain a central inventory of operational processes, named owners, control requirements, approval authorities, and escalation paths; govern SOP reviews, version control, exceptions, and evidence retention.
• Partner with Operations, Risk, Compliance, Product, Technology and other business owners to identify process risks, assess control design and effectiveness, and ensure applicable requirements are translated into operational procedures and controls.
• Oversee periodic process and control reviews, monitor breaches and exceptions, and drive corrective actions with accountable owners and agreed due dates; escalate material or overdue matters through established governance forums.
• Govern operational changes through documented impact assessments, approvals, readiness checks, and post-implementation reviews; report process compliance, control effectiveness, and recurring gaps to management.

2. Centralised Internal and External Audit Coordination

• Act as the central point of contact for all internal and external audit matters relating to Operations, coordinating engagement planning, scope clarification, walkthroughs, information requests, and responses across operational teams.
• Maintain a consolidated audit calendar, request log, and controlled evidence repository; coordinate complete, accurate, consistent, and timely submissions, with validation and sign-off by the relevant process owners.
• Coordinate management responses to audit observations, challenge root-cause analysis and remediation plans, and maintain a central findings register with risk ratings, accountable owners, milestones, and target dates.
• Track audit actions through remediation and evidence submission; verify implementation with process owners and coordinate closure confirmation with the relevant auditors in accordance with the audit process.
• Report audit progress, overdue actions, repeat findings, and emerging control weaknesses to the Head, Excellence Centre and relevant governance forums; escalate delays and unresolved issues promptly.
• Promote ongoing audit readiness through periodic evidence and control reviews, and embed lessons from audit findings into SOPs, training, quality controls, and operational improvements without assuming the independent assurance role of auditors.

3. Training and Capability Development

• Implement the approved Training Academy roadmap and manage annual learning plans for onboarding, upskilling, refresher training, certification, and leadership development within the assigned portfolio.
• Conduct training-needs analysis using quality results, customer feedback, repeated-contact and ticket data, process changes, proficiency gaps, and attrition insights.
• Govern curricula, facilitator guides, assessments, certification standards, nesting support, and learning records to ensure content is accurate, current, and fit for purpose.
• Measure learning effectiveness through proficiency, time-to-competency, quality improvement, operational performance, learner feedback, and sustained behaviour change.
• Coach trainers and subject-matter experts on adult-learning principles, facilitation, instructional design, and digital learning methods.

4. Quality Assurance and Continuous Improvement

• Implement and maintain the approved quality assurance framework, including evaluation standards, sampling, scorecards, calibration, monitoring, and audit routines.
• Ensure service teams comply with customer-service standards, regulatory requirements, approved procedures, and quality controls.
• Lead root-cause analysis and corrective-action planning for material quality gaps; monitor actions to closure and verify that improvements are sustained.
• Review quality trends and recommend changes to controls, coaching, training, workflows, or systems that improve customer outcomes and operational efficiency.
• Evaluate and implement approved quality-management technologies, including automated or AI-enabled monitoring, while maintaining appropriate governance and human oversight.

5. Knowledge and Process Governance

• Manage governance and review cycles for FAQs, macros, standard operating procedures, work instructions, and other frontline knowledge assets.
• Maintain clear ownership, version control, approval, publication, and retirement processes so employees can access accurate and current information.
• Translate policy, product, process, and system changes into updated knowledge, training, communication, and readiness plans.
• Monitor knowledge adoption and effectiveness, and work with business owners to close content gaps that contribute to errors, repeat contacts, or avoidable tickets.
• Manage knowledge-management platforms, content-management systems, and approved agent-assist tools within the assigned scope.

6. Customer Experience Insights and Improvement

• Analyse repeated-contact, ticket-driver, quality, and training data to identify priority improvement opportunities.
• Support the Customer Experience (CX) Council and cross-functional working groups by preparing fact-based insights, defining actions, tracking owners and due dates, and escalating delivery risks.
• Develop recommendations and approval papers for new or revised processes, then coordinate implementation after governance approval.
• Partner with Operations, Product, Technology, Risk, Compliance, and other business owners to reduce customer effort and address recurring service issues.

7. Performance, Risk, and Stakeholder Management

• Agree and manage operational KPIs aligned with departmental targets, maintain performance dashboards, and provide clear updates on results, risks, and corrective actions.
• Maintain audit readiness and support Customer Operations Performance Center (COPC) or equivalent quality and compliance reviews, ensuring evidence and action plans are complete and current.
• Identify training, quality, knowledge, process, and delivery risks early; resolve issues within delegated authority and escalate material matters promptly.
• Manage vendors or external partners where assigned, including service expectations, deliverables, performance, and issue resolution.

8. Team Leadership

• Lead the assigned team across operations governance, audit coordination, training, quality assurance, and knowledge management; set clear objectives and hold team members accountable for delivery.
• Build team capability through regular coaching, performance reviews, development plans, knowledge transfer, and succession planning.
• Create an inclusive, collaborative, and data-led working environment that encourages ownership, timely decision-making, and continuous learning.
• Carry out other duties assigned by the reporting manager that are consistent with the role's purpose and level of accountability.

Role Requirements:

• Bachelor's degree in Business Administration, Operations, Risk Management, Audit, Quality Management, or a related discipline. A relevant postgraduate qualification is an advantage.
• Equivalent, at least 8 years of relevant experience in operations, operational governance, risk and controls, audit coordination, quality assurance, or continuous improvement, including at least three years in a people-management role.
• Demonstrated experience governing end-to-end operational processes, establishing process ownership and control frameworks, and coordinating internal and external audits, including evidence management, management responses, and remediation tracking.
• Proven ability to assess operational risks and control gaps, challenge remediation plans, and influence cross-functional process owners to deliver timely corrective actions.
• Experience in financial services, payments, fintech, e-commerce, or another regulated, high-volume service environment is preferred.
• Track record of delivering cross-functional improvement programmes and measurable customer or operational outcomes.

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.