Senior Operations Manager

Who Are We

dtcpay is a MAS licensed payment service provider that bridges traditional finance and digital assets. We enable businesses to accept and make payments in both fiat and digital currencies, delivering secure, efficient, and seamless payment experiences across borders. As we expand globally, we are shaping the future of digital payments.

We are also recognised as one of Singapore's Top 10 Startups in the LinkedIn Top Startups 2025 list, a reflection of our momentum and the exciting journey ahead for our team.

The Senior Operations Manager will play a key leadership role in driving operational excellence across the organization. This role is responsible for governing the Operations team's KPIs, ensuring process efficiency, and developing new policies and workflows that support scalable, highquality operations. Working closely with the Head of Operations, the Senior Operations Manager will oversee daytoday performance, identify improvement opportunities, and implement strategic initiatives that enhance service delivery, compliance, and overall operational effectiveness.

Work Arrangement: Fully On-site

Location: Menara Bangkok Bank, Kuala Lumpur

What You'll Do:

Operational Governance & KPI Management

Oversee operational performance and ensure team KPIs are met consistently.

Develop KPI tracking frameworks and provide performance insights to the Head of Operations.

Monitor daily operations to ensure alignment with standards, efficiency targets, and service-level commitments.

Identify operational risks or bottlenecks and implement corrective actions promptly.

Process & Policy Development

Design, refine, and implement new workflows, SOPs, and operational policies to support efficiency and scalability.

Ensure processes are compliant with regulatory requirements and internal audit standards.

Standardize operational procedures across regions to maintain consistency and operational excellence.

Work closely with cross-functional teams to integrate new processes smoothly and ensure organization-wide adoption.

Operational Excellence & Continuous Improvement

Lead initiatives that enhance productivity, reduce errors, and streamline end-to-end workflows. Conduct root-cause analyses and drive data-backed solutions for recurring issues.

Benchmark industry best practices and apply relevant frameworks to strengthen operations.

Promote a culture of continuous improvement within the Operations team.

Team Leadership & Cross-Functional Collaboration

Provide leadership, mentorship, and guidance to Operations team leads.

Partner closely with the BI Manager, Compliance, Risk, Product, and Customer Experience teams on cross-departmental projects.

Serve as a senior escalation point for complex operational issues.

Ensure effective communication and alignment between the Ops team and senior management.

Strategic Support to Head of Operations

Support the Head of Operations in planning and executing strategic operational initiatives.

Provide regular updates, analytical insights, and recommendations for improving functions under the Operations umbrella.

Assist in resource planning, performance evaluation, and long-term operational strategy design.

What We're Looking For:

Language fluent proficiency in English and Chinese (Mandarin) as you will need to deal with Chinese stakeholder.

Bachelor's degree in Business, Operations, Management, or a related field.

7+ years of experience in Operations, with at least 3 years in a managerial role.

Demonstrated ability to lead teams and improve operational performance.

Experience designing SOPs, workflows, or operational policies.

Strong analytical and problem-solving abilities.

Excellent communication and stakeholder management skills.

Experience in fintech, payments, SaaS, or regulated industries is a plus.