Operations Manager - Mandarin speaker

PAYOK is looking for an experienced Operations Manager to lead and strengthen our Malaysia Operations function.

This role will oversee payment operations, team leadership, performance management, operational reporting, SOP improvement, and process optimization. You will work closely with senior management and cross-functional teams to build a structured, efficient, and high-performing Operations function.

Fluency in spoken Mandarin and English is mandatory for this position.

• Lead and manage Team Leaders and the Payment Operations team, ensuring effective day-to-day operations.
• Establish and monitor team and individual KPIs, productivity, service quality, SLA performance, and operational standards.
• Drive performance management, including regular reviews, coaching, employee development, and performance improvement.
• Oversee B2B merchant payment operations, including payment processing, settlement, reconciliation, payouts, and cross-border transactions.
• Manage complex merchant, customer, and operational escalations and ensure timely resolution.
• Prepare and present weekly and monthly operational performance reports to management.
• Review, develop, and continuously improve SOPs, workflows, escalation procedures, and operational controls.
• Identify operational gaps, conduct root-cause analysis, and implement sustainable corrective actions.
• Drive process improvement, automation, productivity, and operational efficiency initiatives.
• Collaborate with Finance, Compliance, Risk, Technology, Product, HR, and other business stakeholders.
• Support workforce planning, employee development, and the continued growth of the Operations function.

• Bachelor's Degree in Business Administration, Commerce, Finance, Management, or a related field.
• 5–8 years of relevant experience in Payment Operations, Merchant Operations, Fintech, Payment Gateway, Financial Services, or a related environment.
• Minimum 2–3 years of people-management experience, preferably managing Team Leaders or Operations teams.
• Strong knowledge of B2B merchant payments, payment processing, settlement, reconciliation, payouts, and cross-border payments.
• Proven experience in operations management, KPI setting, performance management, reporting, and SOP improvement.
• Strong leadership, analytical, problem-solving, and stakeholder-management skills.
• Good business judgment with the ability to translate operational data into practical actions and improvements.
• Must be able to communicate fluently in Mandarin and English, including meetings, operational discussions, escalations, and stakeholder communication.
• Proactive, accountable, solution-oriented, and comfortable working in a fast-paced international fintech environment.

At PAYOK, you'll have the opportunity to take ownership of a key Operations function within a growing international fintech business.

You'll work closely with senior management while developing the Operations team, strengthening performance standards, improving processes, and building scalable operational practices to support PAYOK's continued growth.

If you're a strong Operations leader with payment industry experience, people-management capabilities, business sense, and fluent Mandarin communication skills, we'd love to hear from you.

PAYOK is an Equal Opportunity Employer committed to maintaining an inclusive workplace. Employment decisions are based on merit, qualifications, experience, and business requirements, without unlawful discrimination, in accordance with applicable laws.

Recruitment Agency Notice: PAYOK does not accept unsolicited candidate submissions from recruitment agencies, staffing firms, or other third-party recruiters. PAYOK shall have no obligation or liability for any fees, commissions, or other charges arising from unsolicited submissions.

• Agencies may submit candidates only with prior written authorization from PAYOK's HR Team, pursuant to a valid executed agreement and for a specifically authorized vacancy. Any submission made outside these requirements will be deemed unsolicited and will not create any payment obligation on the part of PAYOK.