Director of Operations

SG Support; Kuala Lumpur; Hybrid; MYR 280,000 - 360,000; Full time

Benefits offered by this job

Mobile phone allowance

Parking allowance

Birthday off

Employee Assistance Program (EAP)

Generous annual leave

Job summary

SG Support is seeking a Director of Operations to lead three core delivery departments: Contact Centre, Donor Communications, and Operations (Payment Processing). Reporting to the COO and SMT, you’ll own these functions, with three Head of Department reports, and drive alignment, performance, and continuous improvement across regions.

You’ll build an integrated operating model, champion data-driven decisions, and ensure regulatory and financial processing standards are met, while fostering a

Qualifications

• Experience leading multiple departments or functions.
• Proven track record in donor/customer operations.
• Experience integrating siloed teams into aligned operations.
• Strong people leadership with coaching of Heads of Department.
• Knowledge of payment processing systems (PCI) and donor data compliance.
• Fluent in English (written and spoken).
• Experience with cross-functional collaboration and stakeholder management.

Responsibilities

• Lead the integration of the Contact Centre, Donor Communications, and Operations (Payment Processing) into a unified donor engagement function.
• Provide day-to-day leadership to Heads of Department; ensure KPIs and contractual commitments are met.
• Drive process improvements to increase quality, throughput and donor impact while reducing costs.
• Develop and maintain performance management framework with operational KPIs, SLAs, and quality metrics.
• Collaborate with CIO/IT to align systems and data with the operating model.
• Support HR in resourcing, succession planning, and talent development across departments.

Skills

Leadership

Stakeholder management

Payment processing

Process improvement

Data analytics

Compliance awareness

English fluency

Project management

Tools

Stripe

Global Payments

Job description

A senior leadership role where you’ll shape how three operational departments work together, drive meaningful process transformation, and play a pivotal part in how we deliver impact for charities across the Asia-Pacific region?

• Has a strong track record of leading multiple operational teams, ideally spanning customer-facing and back-office functions?
• Thinks in systems — able to see where fragmentation is costing performance, and confident enough to redesign the way teams work?
• Brings genuine experience aligning people, processes, and technology across departments that have historically operated in silos?
• Leads with accountability and earns the trust of both frontline teams and senior leadership through consistency and follow‑through?
• Thrives in purpose‑driven environments and genuinely cares about the outcomes their organisation creates in the world?

ABOUT THE ROLE

We’re looking for a Director of Operations to lead three of our core delivery departments: Contact Centre, Donor Communications, and Operations (Payment Processing). Reporting directly to the COO and part of the Senior Management Team (SMT), you will have full ownership of these functions and three direct reports at Head of Department level.

This is a role with a clear and significant mandate from day one. Our Contact Centre and Donor Communications teams both serve the same donors on behalf of our charity partners — one through verbal channels, the other non‑verbal — yet today they operate largely independently, with separate systems, workflows, and ways of working. Bringing these two departments into genuine alignment, while simultaneously ensuring our Payment Processing team operates at the highest standard, is the central challenge of this role.

This is not a role for someone who wants to maintain the status quo. It is for a leader who can assess what we have, design what we need, and build the bridges between teams that unlock our next phase of performance.

ABOUT SG SUPPORT

SG Support is the world’s leading full‑service, end‑to‑end regular giving agency, partnering with over 50 charities globally. With more than 20 years of experience and data, we’ve enabled transformational change: building schools and libraries, providing breast cancer screening, supporting conservation efforts and more around the globe. Our core values are: be bold, own it, play as a team, principles over profit, and good vibes only. We’re looking for purpose‑driven individuals who share these values to join us.

WHAT YOU’LL BE RESPONSIBLE FOR:

Departmental Integration & Alignment

• Lead the structural and operational integration of the Contact Centre (verbal) and Donor Communications (non‑verbal) departments, creating a unified donor engagement function with shared systems, processes, and performance standards.
• Identify and eliminate duplication of effort, misaligned workflows, and gaps in the donor journey that arise from the current siloed model.
• Establish common frameworks for performance monitoring, quality assurance, and reporting across all three departments.
• Work closely with the CIO and relevant team leads to ensure systems and technology are aligned with the integrated operating model.
• Ensure our payment processing team and the products we’re building aligns with how we communicate with donors.

Operational Leadership

• Provide day‑to‑day leadership and strategic direction to the Heads of Contact Centre, Donor Communications, and Operations, ensuring each department delivers against defined KPIs.
• Oversee Payment Processing operations to ensure accuracy, compliance, and seamless service delivery to charity partners.
• Drive a culture of accountability, continuous improvement, and high performance across all three departments.
• Partner with the Head of Client Services to ensure operational outputs consistently meet client expectations and contractual commitments.

Process Improvement & Performance Management

• Identify inefficiencies across operations and design and implement improvements that improve quality, throughput, cost‑effectiveness which result in more donations for the charities we work for.
• Develop and maintain a performance management framework covering operational KPIs, SLAs, quality metrics, and staff productivity.
• Use data to drive decisions — partnering with the data and product team to surface operational insights and act on them.
• Ensure all departments operate in compliance with relevant regulatory and industry standards, including data protection (GDPR, PDPA, PCI) and financial processing requirements.
• Lead, coach, and develop three Heads of Department, creating a high‑trust environment where leaders are empowered and accountable.
• Work with HR to ensure resourcing, succession planning, and talent development across operational teams.
• Champion a positive team culture that reflects SG Support’s values, particularly across multi‑location and cross‑functional teams.

Strategic Contribution

• Contribute to the COO’s strategic agenda, particularly as SG Support evolves from a BPO to a knowledge‑led organisation.
• Represent operational leadership in cross‑functional forums and provide clear reporting to senior leadership on performance, risks, and priorities.
• Identify opportunities to improve how SG Support’s operational capabilities support business growth into new markets.

WHAT SUCCESS LOOKS LIKE IN THIS ROLE:

• Contact Centre and Donor Communications operating as a cohesive, aligned function within 12 months, with shared systems, processes, and performance frameworks in place.
• Measurable improvement in operational efficiency, quality scores, and donor experience metrics across all three departments.
• Payment Processing operating with zero material compliance issues and continuous improvement in accuracy and throughput.
• Three strong, well‑supported Heads of Department who are performing at a high level and developing their own teams effectively.
• Operational reporting that gives senior leadership clear, timely, and actionable visibility across all three departments.
• A reputation internally as a leader who builds trust, resolves complexity, and gets things done.

WHAT YOU’LL BRING:

• 8+ years of operational leadership experience, with a track record of managing multiple departments or functions simultaneously.
• Proven experience leading contact centre, customer communications, or donor/client engagement operations — ideally spanning both verbal and non‑verbal channels.
• Demonstrated ability to lead integration or transformation programmes that brought previously siloed teams into alignment.
• Strong people leadership skills with experience developing Heads of Department or senior team leads.
• Demonstrable knowledge in Payment Service Providers (such as Stripe, Global Payments)
• Experience with process improvement methodologies (Lean, Six Sigma, or similar) — applied practically, not just theoretically.
• Comfortable with data: able to define meaningful KPIs, interrogate operational reports, and make evidence‑based decisions.
• Solid understanding of compliance requirements relevant to donor data, payment processing, and financial services. SG Support is a PCI compliant organisation so experience in this area will be seen as advantageous.
• Strong stakeholder management skills — able to work effectively with peers in Finance, Client Services, Technology, and HR.
• Fluent in English both written and verbal; additional languages a plus given our multi‑market footprint across Asia‑Pacific.
• Passion for purpose‑driven work and a genuine belief in the value of what the not‑for‑profit sector creates.

Desirable (not required):

• Professional certification in project management (e.g. PMP) or process improvement (e.g. Lean Six Sigma Green/Black Belt).
• Experience in the fundraising, charity, or financial services sector.
• Familiarity with payment processing systems, and/or CRM platforms.

MORE ABOUT THE JOB AND CULTURE:

• Our interview process will include conversations with members of the EMT, operational leaders, and scenario‑based discussions that reflect real challenges in this role.
• Full‑time role with a hybrid working model (minimum 3 days in‑office in KL Sentral).
• Generous annual leave and access to an Employee Assistance Program (EAP) to support your wellbeing and work‑life balance. Your birthday off as well.
• Allowance for mobile phone and parking.
• A workplace that celebrates diversity and inclusion, where different perspectives are valued.
• A strong learning, development, and coaching culture that supports your growth as a leader.

If you’re a proven operational leader ready to bring three departments together and raise the bar on how we deliver for some of the world’s most important charities, we’d love to hear from you.