AI-First Open Finance Operations Lead

PayNet (Payments Network Malaysia); Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Job summary

PayNet (Payments Network Malaysia) seeks a builder to design and operate an AI-first participant operations model for Open Finance. You will create agentic workflows, retrieve knowledge, and automate processes that enable rapid, reliable, and scalable participant support.

You will lead the end-to-end deployment of AI-enabled service operations, establish governance, and collaborate with Product, Technology, Cybersecurity, and Risk teams to ensure excellence in service delivery and operational

Qualifications

• Builder mindset with curiosity and resilience to create new capabilities from scratch.
• Strong understanding of AI agents, agent orchestration, automation workflows, and how humans and AI collaborate effectively.
• Ability to convert operational complexity into structured processes, knowledge, and scalable solutions.

Responsibilities

• Design and build the end-to-end AI-enabled participant operations model, including support workflows, service management processes, and operating procedures.
• Create agentic workflows where specialised AI agents retrieve knowledge, analyse information, execute tasks, collaborate with other agents, and elevate to humans when necessary.
• Own participant support operations, service desk performance, SLA monitoring, ticket management, and issue resolution processes.
• Build and maintain the operational knowledge layer, including SOPs, playbooks, FAQs, troubleshooting guides, and self-service capabilities.
• Develop AI-powered automation that reduces manual effort while improving service consistency, response times, and participant experience.
• Analyse service trends, recurring issues, operational data, and automation effectiveness to identify continuous improvement opportunities.
• Define controls and governance mechanisms that ensure AI-driven processes remain accurate, secure, traceable, and compliant.
• Support participant onboarding, operational readiness exercises, go-live activities, hypercare periods, and ongoing production operations.
• Partner closely with Product, Technology, Cybersecurity, Risk, Governance, and participants to ensure operational effectiveness and service excellence.

Skills

AI agents

Automation

Operations design

Knowledge management

Tools

Microsoft Copilot Studio

Azure AI

Power Automate

n8n

Make

Job description

PayNet (Payments Network Malaysia) seeks a builder to design and operate an AI-first participant operations model for Open Finance. You will create agentic workflows, retrieve knowledge, and automate processes that enable rapid, reliable, and scalable participant support.

You will lead the end-to-end deployment of AI-enabled service operations, establish governance, and collaborate with Product, Technology, Cybersecurity, and Risk teams to ensure excellence in service delivery and operational