Assistant Manager - Commercial Operations

BonusLink; Petaling Jaya; On-site; MYR 120,000 - 180,000; Full time

Job summary

BonusLink is seeking a driven Partner Operations professional to lead the day-to-day Partner Support team in Malaysia. You will ensure timely, accurate responses to partner enquiries and escalations, while driving automation and process improvements across onboarding and workflows.

The role emphasizes improving partner experience and working with Commercial, Product, Technology and CX teams on new initiatives. A strong leadership mindset and data-driven approach are essential for success.

Qualifications

• Bachelor’s degree or higher in Business, Operations or related field.
• 3–5 years in Partner Operations, Customer/Partner Support or similar.
• Proven team leadership experience with coaching and development.
• Experience with Google Suite and Zendesk.
• Strong track record in process improvement and workflow optimisation.

Responsibilities

• Lead the day-to-day Partner Support team, ensuring timely, accurate and consistent resolution of partner enquiries and escalations.
• Identify and implement automation and process improvements across partner onboarding and workflows.
• Champion partner experience by translating feedback into improvements for faster, smoother collaboration.
• Lead and develop the team with clear objectives and performance expectations.
• Work cross-functionally with Commercial, Product, Technology and Customer Experience teams to support new products and initiatives.

Skills

Partner Operations

Team Leadership

Process Improvement

Data-driven Decision Making

Stakeholder Management

Education

Bachelor’s Degree/Post Graduate Diploma/Professional Degree in Business/Operations

Tools

Google Suite

Zendesk

Job description

• Lead the day-to-day Partner Support team, ensuring timely, accurate and consistent resolution of partner enquiries, escalations and operational issues while meeting agreed service levels.

Drive Automation & Operational Excellence

• Identify and implement automation and process improvements across partner onboarding and operational workflows to reduce manual effort, improve efficiency, minimise errors and shorten turnaround times.

Champion Partner Experience

• Identify partner pain points and translate feedback and operational insights into improvements that make it easier, faster and more seamless for partners to work with BonusLink, ultimately contributing to a better customer experience.

Lead & Develop the Team

• Manage, coach and develop a small team, setting clear objectives and performance expectations while building a culture of ownership, problem-solving and continuous improvement.

Drive Cross-functional Initiatives

• Work closely with Commercial, Product, Technology and Customer Experience teams to support new products, partner initiatives and operational projects, ensuring operational requirements are considered and improvements are delivered effectively.

Requirements

• Minimum qualification of Bachelor’s Degree/Post Graduate Diploma/Professional Degree in Business, Operations or a related discipline is required,
• 3 - 5 years of relevant experience in Partner Operations, Customer/Partner Support or a similar role.
• Proven experience in team leadership, with the ability to coach, develop and manage a small team
• Experience with using Google Suite and Zendesk
• Strong track record in process improvement, operational efficiency and workflow optimisation.
• Demonstrated ability to identify opportunities for automation and digitalisation and translate them into practical solutions.
• Comfortable working with data and operational metrics to identify issues, measure performance and drive improvements.
• Strong stakeholder management and communication skills.
• Strong problem-solving mindset with the ability to identify root causes and drive issues through to resolution.
• Highly organised, proactive and able to manage multiple priorities in a fast-paced environment.