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
