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Contract duration: 1 year

Role Summary

The Support Analyst plays a critical role in supporting and managing the operational and analytical functions of card program processing. This role ensures the efficient execution of daily workflows, monitors system performance, analyzes data trends, and coordinates with vendors and internal stakeholders. The position is responsible for end-to-end service delivery for Fleet and Subsidy card programs, including application processing, issue resolution, reporting, and continuous process improvements.

Key Responsibilities

Daily Operations & System Monitoring

• Monitor daily card application processing by system vendors and card embossers to ensure accuracy and completeness
• Ensure timely card delivery to customers in compliance with agreed SLAs
• Track application submissions and oversee fulfilment and delivery status
• Verify and monitor monthly customer quota updates from the KPDN portal, ensuring alignment with internal systems

Data Analysis & Reporting

• Analyze onboarding trends for Fleet and Subsidy card programs
• Evaluate monthly card issuance data to identify patterns, anomalies, and improvement opportunities
• Review vendor reports on card material inventory to support procurement planning
• Perform root cause analysis on operational errors, including batch failures and PIN-related issues
• Prepare regular reports and dashboards to support management decision-making

Issue Resolution & Escalation

• Liaise with internal teams, vendors, service stations, and customers to resolve operational and system-related issues
• Handle customer complaints and application-related issues within defined turnaround times
• Escalate unresolved issues to relevant departments and track progress until closure
• Support Retail IT and Card Services teams with technical findings and corrective action plans

Vendor Management & Performance Tracking

• Monitor and evaluate vendor performance against established KPIs and SLAs
• Validate accuracy and completeness of vendor performance reports
• Identify service gaps and escalate performance risks to management

Project & System Enhancement Support

• Participate in system enhancement and improvement initiatives
• Support UAT for system upgrades and new feature rollouts
• Assist in integration testing, system validation, and deployment readiness
• Collaborate with cross-functional teams to improve card systems, workflows, and processes

Required Skills & Qualifications

Technical Skills

• Advanced Microsoft Excel (Power Query, Power Pivot, Data Modeling)
• Power BI (Dashboard development, DAX measures, data visualization)
• Power Automate (Desktop and Cloud flows)
• ETL processes (Extract, Transform, Load)
• Experience integrating data from multiple sources (SQL, SharePoint, CSV)
• Experience automating reporting processes using Power Query, Power Automate, or VBA

Core Competencies

• Strong analytical and problem-solving skills
• High attention to detail and accuracy
• Process improvement mindset
• Strong communication and stakeholder management skills
• Ability to manage multiple tasks under tight timelines

Education

Bachelor's Degree in Computer Science / IT, Data Science / Analytics, Statistics / Mathematics, or Economics / Finance / Accounting (preferred)

Experience

Fresh graduates with relevant qualifications are welcome to apply, or 1–3 years of experience in operations, analytics, or similar roles.

Job Types: Full-time, Contract

Pay: RM2,800.00 - RM3,500.00 per month

Benefits:

• Health insurance
• Professional development

Application Question(s):

• Would you be okay with a 1-year contract role?
• Kindly state your expected salary.

Education:

• Bachelor's (Required)

Experience:

• Data analysis skills: 1 year (Preferred)

Work Location: In person