[MY] Senior Associate, Operations Transformation

About the team

With Doctor Anywhere driving to become a product-led organization, our Product team is responsible for shaping our product strategy, and striving to bring the best products and services to both our users and the future of Doctor Anywhere. Our team consists of passionate and talented and ambitious Product Managers and Designers who continuously evolve our products to maximize business value and improve user experience

About the role

We are seeking an Operations Transformation Associate whose main responsibility will be to maximise usage of key SaaS tools - Zendesk & NetSuite

The ideal candidate will have a mindset of continuous improvement and change and will demonstrate curiosity, collaboration and the ability to deal with ambiguity especially in a start-up environment.

This role is based in Malaysia and reports directly to the VP of Products based in Singapore

A summary of the key responsibilities are as follows :

Tool Optimization:

• Maximize the efficiency and utilization of Zendesk for Customer Service operations.
• Enhance and streamline financial processes using NetSuite.

Process Improvement:

• Analyze current operational workflows and identify areas for improvement.
• Develop and implement solutions to increase efficiency and effectiveness.

Collaboration & Stakeholder Management:

• Work closely with cross-functional teams, including CS, Finance, Product, and Engineering, to ensure seamless integration and usage of tools.
• Act as the liaison between end-users and vendors for tool updates and troubleshooting.

Change Management:

• Lead training sessions and workshops to onboard and upskill teams on Zendesk and NetSuite functionalities.
• Drive adoption and monitor the success of implemented changes.

Performance Monitoring:

• Develop and track metrics to evaluate the impact of tool usage and process changes.
• Provide regular updates and insights to the leadership team.
• Any other ad-hoc duties as necessary

About you

• Bachelor’s degree in Business, Finance, Information Systems, or a related field.
• 3-5 years of experience in operations, process improvement, or tool optimization roles, preferably in a start-up or fast-paced environment.
• Hands-on experience with Zendesk and NetSuite is preferred
• Exposure to CRM systems and their integration with financial operations is highly desirable.
• Proficiency in data visualization and reporting tools
• Able to work independently
• Strong analytical and problem-solving skills.
• Unquestioned integrity and high standards in the work you do
• A start-up attitude - you take full ownership of things that you do, willing to go out of your comfort zones and take on new challenges. 
• Comfortable with ambiguity and flexible to learn new things - we’re not done growing, and heading into uncharted territories is part of the fun!

About the Company

Doctor Anywhere (DA) is a regional tech-enabled, omnichannel healthcare provider delivering care to 2.5 million users across 6 countries in Southeast Asia. Founded in 2017 with a mission to make healthcare simple, accessible, and efficient for all, DA leverages technology to enable individuals towards preventive, long-term health via holistic offerings including our telehealth app, physical clinics and pharmacies, mental wellness, specialist consults, and also an online health & wellness marketplace for supplements, healthy snacks, home-based health screening and vaccinations.

DA’s goal is to build a regional digital healthcare ecosystem, advanced by the 3,000 GPs and specialists within our regional network, over 1,000 corporate organizations, and 25 regional insurers we work with. Grounded in our motto “Keep Going, Keep Growing”, our team strives towards excellence, with innovation and collaboration at our core, and values diversity in perspectives brought by every member. Join us in our mission to transform Southeast Asia’s healthcare future!

Not for you? We have other opportunities that may interest you or someone you know. Feel free to visit us at our careers page - https://doctoranywhere.com/job-listing/ for more information.