Head of Operations Performance and Controls

Monee; Kuala Lumpur; Presencial; MYR 360.000 - 480.000; Jornada completa

Descripción de la vacante

Monee is seeking a data-driven Head of Operations Performance and Controls to lead capacity, performance, and controls for a ~300-person fintech operation across Customer Service, KYC, Collections, Fraud, AML, and Merchant Onboarding in Kuala Lumpur.

You will forecast demand, define KPIs, test controls, and challenge senior teams with data-driven insights to ensure scalable growth and audit-ready operations. This role sits on the operations leadership team and reports to the CEO.

Formación

• 7+ years in management consulting, banking, fintech, or operations.
• Strong quantitative and problem solving, with robust model-building.
• Experience in WFM, capacity planning, performance management, QA, or controls.
• Experience testing or strengthening control environments; audit exposure is a plus.

Responsabilidades

• Plan: design forecasting and capacity models translating growth to staffing decisions.
• Perform: define KPIs across ops; lead QA and analyze data to fix issues.
• Control: test and monitor operational controls; close gaps and maintain SOPs.
• Challenge: provide independent, data-driven views to senior stakeholders and escalate issues.

Conocimientos

Forecasting

Capacity planning

WFM

Performance management

Operational controls

QA

Data-driven mindset

Descripción del empleo

Head of Operations Performance and Controls

Monee is a leading digital payments and financial services provider in Southeast Asia, with a growing presence in Latin America. Its mission is to better the lives of individuals and businesses in the region with financial services through technology.

Monee delivers a comprehensive range of digital financial products and services, including mobile wallets, payment processing, credit, banking, and insurtech. By leveraging technology and strategic partnerships, Monee aims to drive greater digital financial inclusion, convenience, and accessibility for individuals and small businesses across Southeast Asia and Latin America.

Monee is part of Sea Limited, a global technology company.

Monee is scaling fast, and its operations are central to that growth. You will join the Operations leadership team, reporting to the Head of Operations, and own the performance and controls engine behind a ~300-person operation spanning Customer Service, KYC, Collections, Fraud, AML, and Merchant Onboarding.

Your job is to make sure operations run at the right capacity, hit the right performance standards, and keep their controls tight. You will be the independent voice that finds where performance is slipping or controls are leaking, and you will make sure it gets fixed.

1.Plan: get capacity right

• Design and own forecasting and capacity models that translate business growth and demand volatility into staffing and resource decisions.
• Lead workforce management (WFM) and capacity planning to make sure operations are ready for growth, peaks, and new product launches.

2. Perform: set and raise the performance bar

• Define performance standards and KPIs across Customer Service and Risk Operations, and track delivery against them.
• Lead Quality Assurance to measure accuracy and service quality, and use the results to drive improvement.
• Analyse operational data to find root causes of underperformance, inefficiency, and quality gaps, then drive fixes with the operations teams.

3. Control: keep controls tight

• Test and monitor operational controls across Customer Service and Risk Operations to confirm they are designed well and working in practice.
• Identify control gaps and weaknesses, and drive remediation through to closure.
• Maintain the Operations SOP library as the documented basis for controls, keeping it accurate, consistent, and audit-ready.

4. Challenge: be the independent voice

• Act as an independent challenger to the operations teams, giving objective, data-driven views on performance and control effectiveness.
• Escalate unresolved performance issues and control failures to senior management, and hold owners accountable for follow-through.
• Report regularly to senior management on capacity, performance, quality, and control health.

Why this role?

• Mandate and exposure: you sit on the Operations leadership team, with direct visibility to the CEO.
• Scale: your findings and fixes affect a ~300-person, multi-function operation in a regulated fintech.
• Measurable impact: you’ll see the results of your work in the operating numbers, rather than in a recommendation deck.
• Platform: you’ll be part of a Sea Group-affiliated fintech with regional reach and room to grow.
• 7+ years of experience in management consulting, banking, fintech, operations, or similarly analytical environments.
• Strong quantitative and problem-solving skills, with a track record of building robust models such as forecasting, capacity, or performance from complex data.
• Experience in WFM, capacity planning, performance management, QA, or operational controls, whether gained in-house or through consulting engagements.
• Experience testing, monitoring, or strengthening control environments; background in operational risk or internal audit is a plus.
• A structured, root-cause-driven approach, comfortable challenging assumptions and assessing performance independently.
• The confidence and communication skills to challenge senior stakeholders and push issues to resolution.
• High ownership, attention to detail, and follow-through.