Customer Operations Manager

Liquid Group; Kuala Lumpur; On-site; MYR 180,000 - 260,000; Full time

Job summary

Liquid Group in Kuala Lumpur is seeking a hands-on Senior Manager, Customer Operations to lead the day-to-day operations of the KL customer operations team. You will partner with Head of Customer Service and Operations to drive performance across support, onboarding, payment operations and partner support.

You will shape and execute scalable processes, own key KPIs, and collaborate with Product, Technology, Compliance, Finance, and Commercial teams to ensure efficient, compliant operations in a

Qualifications

• 5-8 years in operations, customer operations, payment operations, or fintech operations within payments or financial services.
• Bachelor’s degree in Business, Finance, or related field.
• Experience managing operations or support teams.
• Strong analytical and problem-solving skills with experience in process improvement.

Responsibilities

• Own the day-to-day operations of the KL customer operations team.
• Manage and develop a team of Customer Success Specialists and support staff, ensuring high performance and accountability.
• Drive a strong operational culture focused on ownership, responsiveness, and service quality.
• Serve as the first-level escalation owner for customer operations and coordinate cross-functional resolution.
• Oversee support for merchants, partners, and corporate customers across Liquid Group’s platforms.
• Ensure onboarding and operational processes are executed in line with compliance and internal controls.
• Own and drive performance across key operational metrics and provide reporting to senior management.
• Identify bottlenecks and implement process improvements to enhance efficiency and scalability.

Skills

Team leadership

Operations management

Data analysis

Stakeholder management

Payments knowledge

Process improvement

Education

Bachelor's degree in Business, Finance, or related field

Tools

HubSpot

Job description

Liquid Group is a FinTech payments services group based in Singapore. Liquid empowers and connects businesses and individuals to make transactions in a smart, secure, and cost-effective way, anywhere in the world.

We operate a regional payment network that enables cross-border QR payment services for e-wallet operators, banks, and merchants. We also provide white-label solutions to accelerate the development and adoption of mobile payments for our business partners.

We work collaboratively and adaptively, exploring innovative ideas and solving challenging problems to develop our products. Together, we ensure efficiency, security, and convenience for our partners and customers.

About the Role

We are looking for a hands-on and high-impact Senior Manager, Customer Operations to lead the day-to-day operations of our Kuala Lumpur customer operations team.

This role acts as the operational deputy to the Head of Customer Service and Operations, supporting the leadership and management of the KL operations team while taking ownership of frontline operations, team performance, and service delivery across customer support, onboarding, payment operations, and partner support.

The role is responsible for managing the Customer Success and Support teams, ensuring operational excellence, strong service levels, and scalable processes in a fast-growing cross-border payments environment. This requires a balance of people leadership, operational rigour, and a continuous improvement mindset.

The Senior Manager will work closely with Product, Technology, Compliance, Finance, and Commercial teams to ensure smooth operational execution across Liquid Group’s payment platforms and services.

Key Responsibilities:

• 1. Team Leadership & Operational Management
• Own the day-to-day operations of the KL customer operations team.
• Manage and develop a team of Customer Success Specialists and support staff, ensuring high performance and accountability.
• Drive a strong operational culture focused on ownership, responsiveness, and service quality.
• Serve as the first-level escalation owner for customer operations, managing complex issues and coordinating cross-functional resolution, while escalating critical or strategic matters to the Head of Customer Service and Operations.

2. Deliver Best-in-Class Customer & Partner Operations

• Oversee support for merchants, partners, and corporate customers across Liquid Group’s platforms.
• Ensure timely resolution of support tickets (L1/L2), onboarding processes, and operational requests.
• Maintain high standards of customer experience, accuracy, and turnaround times.
• Ensure onboarding and operational processes are executed in line with compliance and internal controls.
• Customer Success Specialists are responsible for frontline execution of onboarding, support, and operational coordination activities

3. Own Operational Performance & KPIs

• Own and drive performance across key operational metrics:
• SLA adherence
• Resolution turnaround time
• Onboarding timelines
• Use data to identify gaps, drive improvements, and enhance operational outcomes.
• Provide clear and actionable reporting to senior management.

4. Drive Process Excellence & Scalability

• Identify bottlenecks and implement process improvements to enhance efficiency and scalability.
• Strengthen and maintain SOPs, workflows, and escalation frameworks.
• Partner with Product and Tech teams to reduce manual work and improve system capabilities.
• Lead or support automation and operational improvement initiatives.

5. Partner Cross-Functionally to Deliver at Scale

• Work closely with Product, Technology, Compliance, Finance, and Commercial teams to ensure smooth operational execution.
• Support new product launches, integrations, and partner rollouts from an operations perspective.

6. Ensure Strong Operational Governance & Risk Control

• Enforce adherence to operational controls, policies, and regulatory requirements.
• Perform checker responsibilities where required under maker–checker frameworks.
• Proactively identify operational risks and implement mitigation measures.

Skills and Qualifications:

• 5-8 years of experience in operations, customer operations, payment operations, or fintech operations within payments or financial services industry
• Proven experience managing and leading operations or support teams.
• Strong understanding of payments, operations, fintech workflows, or financial operations.
• Demonstrated ability to drive operational performance and improve processes.
• Experience managing operational KPIs and service delivery metrics.
• Comfortable operating in a fast-paced, high-growth environment with evolving priorities.
• Strong analytical and problem-solving skills with experience in process improvement and the ability to translate data into actions.
• Strong stakeholder management, communication and cross-functional collaboration skills.
• Familiarity with customer service platforms (e.g., HubSpot, or similar systems) is preferred.
• Strong communication and problem-solving abilities.
• Bachelor’s degree in Business, Finance, or a related field.