Job Description

Job Overview

The Operations & Training Executive will play a key role in setting up the company's operational systems, analyzing training needs, and developing programs to standardize workflows and staff performance. This role is ideal for a professional with a strong background in operations management, SOP development, and employee training within retail or service-based environments.

Key Responsibilities

Develop and Implement SOPs:

Create detailed SOPs across all business functions including customer service, pawn appraisal, loan management, inventory, and sales.

Ensure each process is clear, efficient, compliant, and easy to follow.

Conduct Training Needs Analysis (TNA):

Evaluate current employee performance and identify skill or knowledge gaps.

Design targeted training programs to align staff skills with operational standards.

Deliver Staff Training:

Conduct training sessions and workshops on SOPs, compliance, customer service, and workplace efficiency.

Develop training manuals, guides, and checklists to ensure learning retention.

Assess training effectiveness through performance monitoring and feedback.

Operational Improvement:

Review existing workflows and recommend improvements for speed, accuracy, and consistency.

Ensure compliance with

pawn industry regulations

,

anti-money laundering (AML)

, and

data protection

requirements.

Continuous Standardization:

Maintain and periodically update SOPs and training materials.

Support management in enforcing operational discipline and performance standards.

Qualifications

Diploma or Degree in Business Administration, Operations Management, Human Resource Development, or related field. Minimum 3 years of experience in operations setup, process improvement, or training management (preferably in retail, pawn, or financial services). Strong understanding of workflow design, documentation, and staff development. Experience in conducting Training Needs Analysis (TNA) and delivering structured training. Excellent communication, facilitation, and report-writing skills.
Job Type: Full-time

Pay: RM6,000.00 - RM7,500.00 per month

Benefits:

Professional development
Work Location: In person