Operations Manager

About this role

Operations Manager

Reports To: Country Manager
Department: Merchant Operations / Sales Operations

Location: Malaysia (KL & JB oversight)

Role Summary

The Operations Manager is responsible for leading and managing the overall Merchant Operations and Collaborate closely with internal departments including Sales, Customer Support, Finance, Product, and Technical/Deployment teams, as well as external vendors and business partners to ensure smooth operational execution and alignment with business objectives. Support cross-functional coordination, project implementation timelines, issue resolution, and operational improvement initiatives while proactively escalating critical operational matters and driving corrective action plans when necessary.

Key Responsibilities:
Merchant Operations Management: Lead and oversee daily Merchant Operations activities across:
Onboarding, Fulfillment, POS Operations, Project Support
Ensure operational processes are executed accurately and within SLA timelines.
Monitor merchant onboarding progress, deployment readiness, and issue resolution.
Ensure smooth coordination between Sales, Support, Finance, Product, and technical teams when necessary.
Drive operational consistency between KL and JB operations teams.
Work closely with Sales Admin functions to ensure proper processing and documentation of sales-related activities.
Identify process gaps, operational risks, and bottlenecks and improve SOPs.
Track and analyze operations OKRs, merchant onboarding turnaround time, fulfillment timelines, deployment completion, productivity metrics, SLA performance.
Prepare operational reports and business updates for Country Manager.

Requirements
Key Requirements
Bachelor’s Degree in Business Administration, Operations Management, or related field.
Minimum 5–8 years of experience in Operations, Sales Operations, Merchant Operations, or related functions.
Minimum 3 years in a managerial or team leadership role.
Strong people management and stakeholder management skills.
Experience managing sales administration and operational workflows.
Strong analytical, reporting, and problem-solving capabilities.
Ability to manage multiple operational functions in a fast-paced environment.
Proficient in Microsoft Office, Google Workspace, and operational systems/CRM tools.