We fuel the ideas and ambitions of our people with an environment built on Our DNA of Love, Entrepreneurship, Agility, and Passion LEAP!
We are a culture that empowers everyone to innovate and create solutions that will leave a positive impact on our communities and our nation, Touch n Go will always be here to inspire our talents to grow as leaders and innovators giving you the power to make a difference.
What would you do
1. Platform Operations
- Lead the full operational lifecycle of the platform onboarding, activation, live operations, and exception handling.
- Ensure operational alignment across multiple channels (e.g., mobile app, terminals, partner integrations) with focus on reliability, responsiveness, and compliance.
2. SOP Design & Enforcement
- Define, revise, and enforce operational programme SOPs, hardware/software standards, and service protocols for all ecosystem players including merchants, device providers, and partner banks.
- Promote adherence to best practices in service integrity, system uptime, and security compliance.
3. Stakeholder Coordination & Support
- Act as the central operations liaison with internal teams (e.g. tech, product, etc.) and external stakeholders (e.g. merchants, vendors, banks, etc).
- Drive alignment through structured onboarding, issue resolution processes, and escalation governance.
4. Production Readiness & Oversight
- Lead readiness assessments and go-live coordination including device configurations, merchant onboarding, and app compatibility validations.
- Support phased rollouts with operational planning, checklist execution, and recovery mechanisms.
5. Monitoring, Reporting & Issue Management
- Implement structured monitoring and reporting for operational KPIs, performance metrics, exception logs, and system uptime across daily, weekly, monthly, and quarterly cadences.
- Lead root cause analysis and resolution for transactional issues, fraud alerts, discrepancies, and reconciliation mismatches working closely with relevant internal and external teams.
- Maintain operational dashboards and escalation tracking to ensure visibility, accountability, and SLA adherence across all ecosystem partners.
- Coordinate post-incident reviews and corrective action plans to prevent recurrence of high-impact issues.
6. Programme Insights & Continuous Improvement
- Analyze behavioural and operational data at the programme level to identify insights that unlock value for key ecosystem players (e.g., merchant adoption trends, FI engagement patterns, user usage segmentation, device performance).
- Collaborate with analytics, product, and business teams to transform insights into actionable initiatives that enhance platform effectiveness and ecosystem impact.
- Translate findings into improvements in user experience, merchant configuration, financial partner performance, and operational workflows.
- Establish a structured stakeholder engagement cadence including monthly operational syncs and quarterly performance reviews to align on insights, validate findings, and co-create roadmap improvements.
- Act as the voice of operational intelligence within internal planning forums, ensuring the programme evolves based on real-world usage and partner feedback.
Who should join us
Qualifications:
- Education: Bachelor's/Diploma degree in any relevant field.
- Experience:
- 47 years of experience in operations, programme delivery, or platform-scale services (e.g., fintech, e-wallets, banking, government tech, etc).
- Experience managing nationwide rollouts involving multiple parties such as merchants, financial institutions, and end users.
- Leadership Abilities: Experience in a team leadership or supervisory role, preferably with exposure involving national-scale platforms, public-private collaboration, government relation, and financial access initiatives.
- Communication Skills: Excellent verbal and written communication, strong presentation skills.
- Problem-Solving: Strong analytical skills, adept at identifying and resolving issues.
- Numbers Driven: Execute strategy based on performance matrices and data.
- Adaptability: Ability to thrive in fast-paced, dynamic environments, managing multiple projects effectively.
Skills/Knowledge:
- Strong command of written and oral English, Bahasa Malaysia & Mandarin would be a plus.
- Strong skills in process structure and design, programme governance, stakeholder coordination, and incident management.
- Self-motivated and able to work effectively within the team and across the organization with minimal supervision, working mainly independently to achieve goals agreed with leadership.
- Well-developed presentation skills, including the ability to effectively deliver information internally and externally at all levels.
- Strong analytical and attention to details skills.
- Motivated to continuously improve one's self.
Our Perks & Benefits:
- Flexi working hours.
- Monthly eWallet allowance.
- Additional 1% employer EPF contribution from your 1st to 3rd year of service, with further increases based on your continued years of service.
- Unlimited office pantry fruits, snacks and drinks.
- Mobile and broadband subscription reimbursement.
- Flexibility to opt dependants coverage (spouse, child, parents or parents-in-law) for outpatient medical benefits.
- Additional leave including family leave and paid care leave to care for family members.
- Medical coverage including dental, optometrist, mental care, maternity, registered Traditional Chinese Medicine (TCM) and Chiropractic.
- Corporate membership discount and many more to explore.
We believe that you have what it takes to fit into the Touch n Go family and help revolutionize the Fintech industry by paving the way to a cashless society. If you're ready to take the next step, apply now!
Touch n Go is an organization that strives to provide Equal Opportunity Employment, based on merit, qualifications, capabilities, and calibre. It is Touch n Go's policy to not discriminate based on age, race, religion, colour or other personal status, identity or characteristics. Fair Opportunity is Our Value and Practice. Please advise us of any accommodations you may need by e-mailing: [Confidential Information]
Note: Only shortlisted candidates will be contacted.
- Let's keep LEAP-ing forward together!rnally at all levels.
- Strong analytical and attention to details skills.
- Motivated to continuously improve one's self.
