Head of Operations

Jobstreet Malaysia; Subang Jaya; On-site; MYR 150,000 - 200,000; Full time

Job summary

A new automotive financing company in Malaysia is seeking a senior operations manager to establish and lead the operations department. The right candidate will have over 8 years of experience in the financial industry, particularly in auto finance, and demonstrated success in team building and process establishment. Leadership and communication skills are essential, alongside proficiency in English and Bahasa Malaysia. This role offers an exciting opportunity to shape operational strategies from the ground up.

Qualifications

• Over 8 years of experience in financial industry operations, customer service, and collection management.
• At least 5 years in an auto finance company or consumer credit department of a bank.
• Successful experience in building an operations team and establishing process systems.

Responsibilities

• Establish operations department and oversee the recruitment of the operations team.
• Lead design and implementation of core operational management policies and SOPs.
• Define credit approval authority matrix with the Risk Control team.
• Manage customer service processes and oversee collection workflows.
• Monitor business health and process efficiency through operational data.

Skills

Leadership

Team-building

Communication

Coordination

Learning Agility

Customer Service

Education

Bachelor's degree in Finance, Economics, Management, or related fields

Job description

Join the pioneering team of a brand-new automotive financing company and help shape the future of mobility in Malaysia!

We’re assembling a high-performing team of passionate, driven individuals who bring experience, innovation and a commitment to excellence.

If you’re ready to contribute your expertise, take ownership, and grow with an organization at the very start of its journey, we want to hear from you.

Step into a role where your ideas matter, your impact is visible, and your career can accelerate.

Key Job Responsibilities

1. Operational System & Team Building

• Responsible for the establishment of the operations department from the ground up, encompassing the development of department formation plans, role design, staffing plans, and budget planning.
• Lead the recruitment and formation of a qualified operations team (covering in-process approval, post-loan management, customer service, etc.) and was responsible for the team's daily management, training, and performance evaluation.

2. Policy & Process Construction

• Lead the design and implementation of the company's core operational management policies, standard operating procedures (SOPs), and service level standards.
• Systematically review and optimize end-to-end business processes across pre-approval, in-process, and post-loan stages, including loan application, approval, disbursement, collateral registration, repayment management, customer service, and delinquency collection, ensuring high efficiency and controlled risk.
• Collaborated closely with the Risk Control team in developing the company's overall risk control strategy, credit policy, and approval rules.
• Based on early business data and operational feedback, regularly lead the review and optimization of risk policies to ensure their market relevance and effectiveness.

4. Approval Authority & Operational Risk Control

• Work with the Risk Control team to define a clear credit approval authority matrix, specifying approval limits and authority for various levels of operational and risk personnel.
• Embed key risk control checkpoints into operational workflows to ensure the accurate execution of risk policies on the business front lines.

5. Customer Service and Collection Business Management

• Manage customer service processes and service quality, oversee collection workflows, strategies, and repayment efficiency, continuously optimize the customer journey, handle and address customer complaints, and enhance customer experience and satisfaction.

6. Operational Reporting & Data Analysis

• Establish and refine the department's daily monitoring and reporting system, designing and standardizing templates for daily, weekly, and monthly management reports.
• Monitor business health, process efficiency (e.g., approval TAT, customer service TAT), customer satisfaction, portfolio quality through operational data, providing robust support for management decision-making.
• Collaborate with the IT team to articulate business requirements for core operational systems, participating in system development and UAT to ensure functionalities met both operational and risk control needs.

Job Requirements

• Bachelor's degree or above, with priority given to majors in Finance, Economics, Management, or related fields.
• Over 8 years of experience in financial industry operations, customer service, and collection management, with at least 5 years in an auto finance company or the consumer credit department of a bank.
• Priority will be given to candidates with successful experience in building an operations team and establishing process systems from scratch.
• Familiarity with Malaysian financial regulatory requirements, the auto finance market, and banking financial business processes is highly advantageous.
• Excellent leadership, team-building skills, communication and coordination abilities, and learning agility.
• Proficient in English and Bahasa Malaysia with the ability to conduct excellent business communications. Proficiency in Mandarin is advantageous.