Analyst, Operations Strategy

What you'll do

We are seeking a passionate and experienced Learning and Development professional to join our Customer Support (Operations) team in Kuala Lumpur or Singapore. This role is focused on enhancing the capabilities of our global customer support team through strategic training initiatives, knowledge management, and continuous development programs. You will work closely with product teams and other stakeholders to ensure that our Customer Support Operations are equipped with the right resources, and that all team members are fully prepared to deliver exceptional service against the backdrop of ever-expanding and innovating products at Airwallex.

Responsibilities:

• Knowledge Learning Program Development: Design and implement comprehensive learning programs that include resources (e.g. standarding operating procedures), quizzes/tests, and structured outlines to enhance the knowledge and skills of the customer support team. Continuously assess and update the learning materials to reflect the latest industry standards and company needs.

• Knowledge Base Management: Establish and maintain a robust feedback loop to capture and correct inaccurate knowledge within the knowledge base. Ensure timely updates to the knowledge base, working collaboratively with content creators and subject matter experts.

• Onboarding and Training: Lead the onboarding process for new joiners, ensuring they are fully trained and integrated into the team. Develop ongoing training initiatives for existing team members to keep them up-to-date with new tools, processes, and product features.

• Collaboration with Product Teams: Work closely with product teams to ensure customer feedback is thoroughly considered in product development. Ensure all new product features and changes are well-documented, and appropriate training is provided to the customer support team ahead of product launches.

Who you are

We're looking for people who meet the minimum qualifications for this role. The preferred qualifications are great to have, but are not mandatory.

Minimum qualifications:

• At least 4 years of experience, preferably with a fast growing tech startup or top-tier strategy/management consulting or equivalent

• Excellent written, verbal and visual communication skills

• Very strong analytical skills

• Strong problem solving skills essential

• Self-starter that can identify and prioritize opportunities to focus on

• Technology, financial services and/or experience in a high growth environment is advantageous

• Bachelor's degree or equivalent

Preferred qualifications:

• At least 4 years of experience, preferably with a fast growing tech startup or top-tier strategy/management consulting or equivalent

• Excellent written, verbal and visual communication skills

• Very strong analytical skills

• Strong problem solving skills essential

• Self-starter that can identify and prioritize opportunities to focus on

• Technology, financial services and/or experience in a high growth environment is advantageous

• Bachelor's degree or equivalent