Customer Operations Manager

This role will act as the operational deputy to the Head of Customer Service & Operations, overseeing daily operations across customer support, onboarding, and payment operations, while ensuring strong service delivery and operational excellence in a fast-paced fintech environment.

Key Responsibilities

1. Team Leadership & Operations

• Lead day-to-day operations of the KL customer operations team
• Manage and develop Customer Success and support teams
• Drive a strong culture of accountability, responsiveness, and service quality
• Act as the first point of escalation for operational issues

2. Customer & Partner Operations

• Oversee support for merchants, partners, and corporate clients
• Ensure timely resolution of support cases and onboarding processes
• Maintain high standards of customer experience and service quality
• Ensure processes are compliant with internal controls and regulations

3. Performance & KPIs

• Manage key operational metrics such as SLA, turnaround time, CSAT, and onboarding timelines
• Analyse data to identify gaps and drive improvements
• Provide regular performance reporting to senior management

4. Process Improvement & Scalability

• Identify process gaps and implement improvements
• Strengthen SOPs, workflows, and escalation frameworks
• Work with Product and Tech teams to enhance systems and reduce manual work
• Support automation and operational improvement initiatives

5. Cross-Functional Collaboration

• Work closely with Product, Tech, Compliance, Finance, and Commercial teams
• Support product launches, integrations, and partner rollouts
• Coordinate responses during operational incidents

6. Governance & Risk

• Ensure adherence to operational controls and regulatory requirements
• Identify risks and implement mitigation measures
• Support maker-checker processes where required

Requirements

• 6–10 years of experience in operations, customer operations, or payment/fintech environments
• Proven experience in team management and leadership
• Strong understanding of payments, fintech workflows, or financial operations
• Experience managing operational KPIs and service delivery
• Strong analytical, problem-solving, and process improvement skills
• Ability to thrive in a fast-paced, high-growth environment
• Strong stakeholder management and communication skills
• Familiarity with customer service platforms (e.g., HubSpot) is a plus
• Fluent in English and Mandarin (for regional stakeholder communication)
• Bachelor’s degree in Business, Finance, or related field

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