We understand that no two organisations are the same. Find out more about how we've customised our recruitment offerings to help clients across South East Asia meet their needs.
We understand that no two organisations are the same. Find out more about how we've customised our recruitment offerings to help clients across South East Asia meet their needs.
This role offers the opportunity to work with different technologies, bring your ideas to the table, and constantly improve the way things are done. The successful candidate will ensure seamless customer support across both B2B and B2C segments, oversee payment operations, and drive enhancements in user experience. You will play a key role in enhancing customer experience and overseeing payment operations.
What you'll do:
As a Senior Operations Manager, you will play an integral role in our client's fintech product development. You will lead customer support processes for both B2B and B2C sectors, taking full responsibility for customer inquiries and troubleshooting. Your collaboration with the technical team will be crucial in resolving complex issues promptly. Your expertise in payment reconciliation will be put to good use as you manage settlement reports for clients regularly. You will also conduct thorough evaluations of bank and partner statements, addressing any discrepancies swiftly. Your proactive approach will help gather insights into customer needs, allowing you to design systems that enhance user experience. Lastly, your contribution to onboarding new banks and partners will ensure seamless integration.
Spearhead efficient customer support processes for both B2B and B2C sectors
Take ownership of customer inquiries and troubleshooting, serving as the primary escalation point
Collaborate closely with the technical team to investigate and resolve complex issues promptly
Utilize expertise in payment reconciliation to manage and maintain settlement reports for clients on a regular basis
Conduct thorough evaluation and reconciliation of bank and partner statements, addressing any discrepancies or inquiries promptly
Proactively gather insights into the evolving needs and preferences of existing and prospective customers
Design and implement systems and processes to elevate the overall user experience and support strategic objectives
Provide valuable assistance in onboarding new banks and partners onto the platform, ensuring seamless integration and partnership success
What you bring:
The ideal candidate for the Senior Operations Manager role will bring a wealth of experience and skills. You should hold a Bachelor’s Degree in Finance, Business, or a related field, with preference given to candidates with an Accountancy background. Your track record should demonstrate at least 5 years of success in operational roles, particularly in customer support and payment operations. Your adaptability and ability to thrive in a fast-paced environment will be key, as will your strong collaborative skills. Proficiency in Microsoft Office suite, especially Excel, is required for data analysis and reporting. A meticulous attention to detail, exceptional communication skills, and a focus on delivering superior customer service are also essential.
Well experienced in both design operation flow for payment transaction (tracking, recon) and crisis management, error / issues (run daily stand up for issues / errors discovery) management
Bachelor’s Degree in Finance, Business, or related field; preference for candidates with an Accountancy background
Strong knowledge of local payment rails
Minimum of 5 years of proven experience in operational roles, with a track record of success in customer support and payment operations
Demonstrated adaptability and ability to thrive in a fast-paced environment, managing time-sensitive tasks effectively
Strong collaborative skills, with the capability to work seamlessly across departments and geographic locations
Proficiency in Microsoft Office suite, particularly Excel, for data analysis and reporting
Meticulous attention to detail and a commitment to maintaining high levels of accuracy
Exceptional communication and organizational abilities, with a focus on delivering superior customer service
Proven ability to prioritize tasks, manage deadlines, and maintain a positive, customer-centric attitude
What sets this company apart:
Our client is committed to making a difference in people's lives by developing fintech solutions that redefine financial inclusivity. They have been recognized by international bodies for their commitment to social impact and ESG. Their innovative earned wage access (EWA) product works with employers and banks to provide employees instant access to earned wages. This dynamic company offers the opportunity to work with different technologies and encourages employees to bring their ideas to the table.
What's next:
Ready to take your career to the next level? Apply now!
Apply today by clicking on the link!
Do note that we will only be in touch if your application is shortlisted.
Agensi Pekerjaan Robert Walters Sdn Bhd Business Registration Number : 729828-T Licence Number : JTKSM 423C
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