Operation Specialist (Indo - India)

Position Summary

The Operation Specialist (Indonesia – India) is responsible for supporting the end-to-end product lifecycle by coordinating product team, CS team and operation team, conducting product testing, researching new product features, and facilitating communication among regional teams in Indonesia, India, and China. This role acts as the primary liaison between business stakeholders and the product development team to ensure product enhancements, system improvements, and operational requirements are effectively translated into successful product delivery.

Key Responsibilities

1. Product Operations

• Coordinate daily product operational activities to ensure smooth product development and implementation.
• Monitor product performance and recommend operational improvements.
• Support product rollout, maintenance, and enhancement initiatives.
• Ensure product features align with business objectives and operational requirements.

2. Product Research & Development

• Conduct market research, competitor analysis, and product benchmarking.
• Gather and analyze user feedback to identify opportunities for product improvement.
• Research new technologies, digital trends, and industry best practices.
• Prepare product requirement documents and business recommendations.

3. Product Testing & Quality Assurance

• Have experience on testing scenarios for new features and enhancements.
• Perform functional testing and basic User Acceptance Testing (UAT).
• Coordinate testing activities with developers and business users.
• Record, monitor, and follow up on bugs, defects, and enhancement requests.

4. Cross-border Product Coordination

• Act as the primary liaison between the Product, IT, and Business, Collection and Customer services in Indonesia, India, and China.
• Coordinate product discussions, project updates, and implementation activities across regional teams.
• Facilitate communication between stakeholders to ensure business requirements are clearly understood.
• Track project milestones and ensure timely follow-up on action items.

5. Business Requirement Analysis

• Gather and document business requirements from internal stakeholders.
• Translate operational needs into functional requirements for the development team.
• Ensure business requirements are accurately communicated and implemented.

6. Documentation & Reporting

• Prepare product documentation, user guides, release notes, and operational reports.
• Maintain documentation related to product development, testing, and implementation.
• Prepare regular progress reports for Management.

7. Customer Service Management

• Manage and coordinate the Customer Service team to ensure service quality and operational efficiency.
• Monitor Customer Service performance, including response time, resolution time, customer satisfaction (CSAT), and service quality metrics.
• Handle and coordinate escalated customer issues with Product, IT, Operations, and other related departments to ensure timely resolution.
• Analyze customer complaints, inquiries, and feedback to identify product improvement opportunities.

Job Requirements

Education

• Bachelor's Degree in Information Technology, Information Systems, Computer Science, Software Engineering, Business Information Systems, Business Administration, or a related field.
• Minimum 2–3 years of experience in Product Operations, Product Management, Business Analyst, IT Project Coordination, Product Testing, or Product Development.
• Experience in FinTech, P2P Lending, Banking, Payment Systems, or Technology companies is preferred.
• Experience working with multinational or regional teams is an advantage.
• Strong analytical and critical thinking skills.
• Excellent communication and interpersonal skills.
• Strong project coordination and organizational abilities.
• Excellent problem-solving skills. Fluent in English (spoken and written) is mandatory.
• Mandarin proficiency (spoken and written) is a strong advantage to support communication with Chinese stakeholders.
• Proficiency in Bahasa Indonesia.
• Knowledge of fintech products, lending platforms, payment systems, or digital financial services.
• Experience working with development teams based in India will be plus.