Senior Manager, Transformation Analyst

NEW

Kuala Lumpur, Malaysia

Permanent

Duties & Responsibilities

As the Transformation Analyst, Manager of TNG Digital Operations Excellence Centre, you will be the primary architect of operational change, bridging the gap between raw data and strategy. A problem-solver, using critical thinking to identify friction points within the user journey and proposing solutions for business improvement. You will be instrumental in 'speak with data' to justify the execution and implementation plans, ensuring every project is correctly measured with success metrics. Your role is to provide the analytical clarity and strategic insights that empower the Excellence Centre to drive exceptional customer experience and operational efficiency.
Critical Thinking & Solution Design:
Responsible for architecting comprehensive Customer Journey Blueprints to visually map the end-to-end user experience.
Proactively identify high-impact friction points and define problem statements to lead structured gap-closure roadmaps that ensure a seamless service delivery.
Analytical Master and Governance:
Analyze complex datasets to identify patterns, AI-assisted tools, and predictive modelling to turn data (e.g: massive customer voices (VoC) into actionable narratives.
Develop and monitor reports to track project performance, ensuring timely updates and data accuracy, with data visualization tools (e.g., PowerBI, Zendesk Explore) and SQL to track real-time KPIs.
CX Council Collaboration (Project and Stakeholder Management)
Responsible for translating council mandates into operational execution plans and ensuring cross-departmental accountability.
Facilitate strategic decision-making and ensuring that all identified friction points are addressed through to successful resolution.
Collaborate and support key stakeholders such as Operations, Risk, Technology, Product, and other cross-functional departments to delivery optimum CX standard.
Standard Governance Decision Cascading:
Ensure adherence to internal policies, regulatory requirements, and compliance frameworks.
Ensure effective communication channels from senior management to the front-line staff are maintained and cascaded appropriately.
Act as a key point of contact for process improvements, providing recommendations on document workflows and automation opportunities to enhance operational efficiency.
Ensure no communication gaps occur between departments, ensuring transparency, clarity, and alignment.

Requirements

Degree in Business Management, Statistics, Engineering or a related field.
Minimum 5–7 years in Business Improvement or customer experience related transformation projects, preferably within Fintech or e-Wallets.
A strong foundation in Customer Experience DNA journey mapping.
Mastery of process improvement methodologies, project management tools and frameworks (Lean Six-Sigma, Agile, RAID logs) will be an advantage.
Strong understanding of data with ability to translate technical needs into business value.
Ability to strategize, drive change, and manage cross-functional teams.
Excellent communication skills to ensure clear decision-making across all levels of the organization. Proficient in additional languages other than BM and English would be an advantage.
Ability to work under pressure and manage multiple priorities in a dynamic / fast-paced environment.