Senior Analyst, Customer Service Operations

This role involves end-to-end ownership of data-driven initiatives across Global Business Services (GBS), focusing on Payment Risk, Customer Service, and cross-functional project impacts. The Senior Analyst will independently identify key operational challenges and translate complex datasets into strategic recommendations.

Overview

Department

Operations

Job type

Full time

Compensation

Salary not specified

Location

Kuala Lumpur, Malaysia, Southeast Asia

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Requirements

Bachelor’s degree in Business Analytics, Operations Management, Statistics, Computer Science, or related field

3–5 years of hands-on experience in customer service or operations analytics within GBS, shared services, fintech, or related environments

Advanced proficiency in SQL, Excel (including macros and complex formulas), and at least one BI platform (Power BI, Tableau)

Strong analytical and critical thinking skills, with a proven ability to drive insights independently

Excellent communication and presentation skills, capable of engaging executive audiences

Demonstrated leadership in cross-functional collaboration and project execution

Responsibilities

Lead discovery, design, and execution of analytical projects—sourcing data, crafting hypotheses, and delivering end-to-end insights that influence strategic decisions.

Use SQL, advanced Excel, and BI tools to uncover deep-dive trends, anomalies, and performance drivers; build predictive models to forecast operational risks.

Develop executive-level reports and dashboards that succinctly communicate complex findings; present recommendations to senior leadership with confidence.

Initiate and drive process optimization initiatives; partner with cross-functional teams to implement changes that reduce contact volume, improve resolution speed, and enhance CSAT.

Coach and guide junior analysts on analytical techniques, data visualization standards, and project management; ensure adherence to data governance and quality protocols as part of day-to-day responsibilities.

Cultivate strong relationships within GBS, Payment Risk, and Customer Service leads; proactively identify opportunities to support high-impact projects and influence operational strategy.

Benefits

Competitive remuneration package (Basic Salary + Yearly Bonus).

Meal Allowance up to RM 500/month

Monthly Team Building

RM 2500 Benefits per annum (Training & Wellness)

Convenient workplace (5 minutes walk from MRT TRX).

Excellent prospects for growth and promotion - we provide you with assistance, opportunities for skill development, mentoring, and training programmes to help you succeed.

Employee engagement, recognition and appreciation program.

Multinational working environment - Advance your career by interacting with individuals from various backgrounds, cultures, and nations.