AI-First Participant Operations Specialist

Payment Network Malaysia; Malaysia; On-site; MYR 90,000 - 150,000; Full time

Job summary

Payment Network Malaysia is seeking an AI-First Participant Operations Specialist to design and operate an AI-native participant support model. You will build agentic workflows, manage knowledge, and automate processes to scale Open Finance participant operations in Malaysia.

You will own participant support, SLA monitoring, ticket management, and a culture of continuous improvement through data-driven insights, governance, and cross-functional collaboration.

Qualifications

• This role requires building AI-native operations from scratch with a builder mindset.
• Experience designing agentic workflows and AI-driven knowledge management.
• Ability to balance automation with governance, risk, and participant experience.

Responsibilities

• Design and build end-to-end AI-enabled participant operations models and workflows.
• Create multi-agent workflows where agents retrieve knowledge, analyze information, and execute tasks.
• Own participant support operations, service desk performance, SLA monitoring, and ticket management.
• Develop and maintain the operational knowledge layer with SOPs, playbooks, and FAQs.
• Develop AI-powered automation to improve speed, reliability, and consistency of support.
• Analyze service trends and automation effectiveness for continuous improvement.
• Define governance to ensure AI processes remain accurate, secure, and auditable.
• Support onboarding, go-live activities, and ongoing production operations.
• Collaborate with Product, Technology, Cybersecurity, Risk, Governance, and participants.

Skills

AI agents

Automation

Workflow orchestration

Human-AI collaboration

Tools

Microsoft Copilot Studio

Azure AI

OpenAI APIs

Power Automate

n8n

Make

Job description

AI-First Participant Operations Specialist

• National payments infrastructure building the next generation of Malaysia's digital financial ecosystem
• Open Finance is creating new operating models that require support, service, and participant engagement at scale
• Traditional operations teams are no longer enough. The opportunity is to design operations that are AI-native from day one, not manually scaled over time
• Advances in AI agents, automation, and orchestration technologies make it possible to rethink how participant support, service management, and operational knowledge are delivered
• A rare opportunity to build an operational function from a blank page using AI as a core capability, not an afterthought

TL;DR

• Build and operate an AI-first participant operations function from the ground up
• Design how AI agents, humans, automation, and knowledge work together to deliver support at scale
• Create intelligent service operations that continuously learn, improve, and automate
• Own participant support, service operations, knowledge management, and operational excellence
• Work on one of Malaysia's most strategic Open Finance initiatives with significant visibility and impact

Why This Role Matters

• As Open Finance grows, participant operations cannot scale through additional manual effort alone.
• This role is responsible for designing and operating a new model where AI agents, structured knowledge, automation, and human expertise work together seamlessly to support participants and maintain operational excellence.
• You will help define how participant support is delivered, how knowledge is managed, how issues are resolved, and how operational processes become increasingly intelligent over time.
• This is not a traditional support or service desk role. It is a builder role focused on creating the future operating model for Open Finance participant operations.

This role ensures:

• Participants receive fast, consistent, and reliable support experiences
• Operational knowledge is structured, trusted, and accessible to both people and AI agents
• Service issues are identified, triaged, and resolved efficiently
• AI-enabled workflows are accurate, scalable, auditable, and properly governed
• Operations continuously improve through automation, intelligence, and data-driven insights*

What You Will Actually Do

• 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 escalates 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

Examples of This Role in Practice

• Designing an AI agent that automatically analyses incoming participant tickets, retrieves relevant knowledge, proposes solutions, and routes exceptions to the appropriate teams
• Creating a multi-agent workflow where specialised agents collaborate to diagnose operational issues before escalating to human operators
• Building a self-service support experience that enables participants to resolve common issues without submitting support tickets
• Identifying recurring support requests and converting them into automated workflows, reducing operational effort and improving response times
• Developing a knowledge repository that serves as the trusted source of information for both participants and AI agents
• Monitoring SLA breaches and service trends, then implementing automations that proactively prevent recurring operational issues
• Supporting a major Open Finance go-live by ensuring AI-enabled support processes remain operational, auditable, and properly governed during heightened activity periods

What Will Help You Succeed

• A builder mindset with the 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
• Comfortable experimenting with emerging technologies and rapidly translating ideas into practical operational outcomes
• Strong analytical judgement and critical thinking, especially when evaluating AI outputs and identifying failure modes
• Ability to balance automation ambitions with operational risk, governance, and participant experience considerations
• Strong ownership and follow-through across support operations, process improvement, and stakeholder management
• Comfortable working in fast-evolving environments where solutions are often created rather than inherited

Helpful (Not Mandatory)

• Experience in payments, fintech, platform operations, or regulated financial services environments
• Exposure to Open Finance, Open Banking, APIs, developer ecosystems, or participant management models
• Experience designing agentic AI architectures involving agent orchestration, tool calling, RAG, specialised agents, and human-in-the-loop controls
• Hands-on experience with Microsoft Copilot Studio, Azure AI, OpenAI APIs, Power Automate, n8n, Make, or similar AI and automation platforms
• Experience supporting production operations, platform launches, hypercare, incident management, or service stabilisation activities
• Understanding of responsible AI principles, operational risk management, governance controls, and auditability requirements