Assistant Manager - Commercial Operations

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

Job summary

BonusLink is seeking a Partner Operations Lead in Malaysia to manage the day-to-day Partner Support team, ensuring timely and accurate handling of partner inquiries and escalations. You will drive automation, optimise onboarding workflows, and work with Commercial, Product, Technology and CX teams to deliver improvements that enhance partner experience.

The role requires 3–5 years in Partner Operations or similar, a business/operations degree, and demonstrated leadership with a data-driven

Qualifications

• Bachelor’s degree in Business, Operations or related field is required.
• 3–5 years of relevant experience in Partner Operations, Customer/Partner Support or similar role.
• Proven experience in leading a small team and coaching staff.
• 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.
• Highly organised, proactive and able to manage multiple priorities in a fast-paced environment.

Responsibilities

• Lead the day-to-day Partner Support team, ensuring timely, accurate and consistent resolution of partner enquiries and escalations while meeting service levels.
• Identify and implement automation and process improvements across partner onboarding and operational workflows to reduce manual effort and shorten turnaround times.
• Identify partner pain points and translate feedback into improvements that enhance the partner experience.
• Manage, coach and develop a small team, setting objectives and performance expectations.
• Collaborate with Commercial, Product, Technology and Customer Experience teams to support new products and initiatives, ensuring operational requirements are considered.

Skills

Team leadership

Stakeholder management

Problem-solving

Data-driven mindset

Communication

Education

Bachelor’s Degree in Business/Operations or related

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.