Operation Guidelines & Standard Specialist - Kuala Lumpur - VSO

Responsibilities

About the role
You will act as the operational bridge between Policy and frontline execution, translating Policy intent into clear, scalable and consistently applied operational excellence. You will own operations knowledge base management, SOP/process documentation, policy update processes, operational clarification handling, and structured feedback loops into Policy. You will also use insights from quality metrics, escalations and user appeals to identify execution gaps, improve decision consistency, and strengthen risk control across frontline and BPO teams.
Responsibilities

Policy Translation & Synthesis: Translate complex policies into clear, actionable, and scalable operational workflows, guidelines, and decision-making frameworks for frontline operations teams.

Knowledge Management & SOP Design: Build, standardize, and maintain knowledge management systems, SOPs, and key operational documentation with clear governance and version control.

AI Leverage Capability: Leverage AI tools to enhance policy translation, improve documentation quality, and streamline the creation of operational materials.

Cross-Functional Stakeholder Management: Collaborate with Policy, Product, Quality, and Regional Operations teams to bridge policy intent and operational execution.

Analytical Thinking & Data-Driven Problem Solving: Review quality metrics, escalations, and appeals data to identify execution gaps, uncover root causes, and improve guideline consistency.

Global Program Management: Support policy and process change management by assessing operational risk, coordinating updates, and driving consistent implementation across markets.

Global/Cultural Nuance: Apply regional and cultural context to ensure global guidelines are operationally effective and locally relevant.

Qualifications

Minimum Qualifications

Demonstrate strong policy knowledge in the Ops functional domain & able to connect with operational governance/process.

Exposure to operational workflows, QA processes, or policy execution activities (execution-focused, not design ownership)

Proven ability to support cross-functional coordination (Policy, Ops, Product, or vendor teams)

Basic analytical skills with the ability to structure data, identify issues, and escalate insights clearly

Familiarity with standard operating procedures (SOPs), process documentation, or workflow execution

Preferred Qualifications

Exposure to policy enforcement workflows or quality assurance processes

Basic understanding of process improvement or operational reporting (dashboards, tracking, QA metrics)

Experience working in fast-paced, high-volume operational environments

Strong attention to detail with the ability to follow structured frameworks and guidelines