Head, Operations

TNG Digital Sdn Bhd; Kuala Lumpur; On-site; MYR 180,000 - 320,000; Full time

Job summary

TNG Digital Sdn Bhd in Kuala Lumpur seeks an experienced Operations leader to oversee end-to-end lending lifecycle, AI adoption, and collections strategies. You will drive performance metrics, governance, and customer experience across a high-volume fintech environment.

You will champion digital and AI transformation, balance growth with risk, and lead a large, cross-functional team to optimise operational efficiency in compliance with Malaysian regulations.

Qualifications

• 12–15+ years of experience in operations within digital lending or FinTech.
• Proven track record in high-volume transactional operations and call centre/collections.
• Experience driving digital or AI transformation initiatives.
• Strong familiarity with Malaysian regulatory landscape (BNM, AMLA).
• Extensive knowledge of credit operations, underwriting workflows, and collections.
• Experience with automation, OCR, AI/ML, and analytics-driven performance.

Responsibilities

• Lead end-to-end operations across lending lifecycle, from income document submission to settlement.
• Drive performance management with KPIs, productivity, and service quality improvements.
• Develop and execute AI adoption roadmap within operations; partner with product/tech/data teams.
• Oversee collections & recovery strategies and external agency governance where applicable.
• Ensure financial controls, reconciliation, and audit readiness.
• Elevate customer experience while balancing risk and efficiency.
• Build a scalable operations organisation with strong capability development.

Skills

Digital lending

FinTech

Credit operations

Operational leadership

AI transformation

OCR technologies

Automation tools

Data analytics

Regulatory knowledge

Team leadership

Education

Bachelor’s degree or equivalent

Tools

OCR technologies

Automation tools

AI/ML applications

Operational dashboards

Job description

# Head, *Operations*Kuala Lumpur, MalaysiaPermanent#### Duties & Responsibilities* 1. End-to-End Operations Leadership* Lead and optimise the full lending operations lifecycle:Income document submission & verificationLoan processing & disbursementContact centre (inbound, outbound, customer servicing)Reconciliation, settlement, and financial controlsCollections and recovery operationsEnsure seamless handoffs across operational units to deliver efficient turnaround times (TAT) and high service qualityEstablish robust SOPs, internal controls, and governance frameworks* 2. Operational Excellence & Performance Management* Drive productivity, accuracy, and service quality across all operational unitsDefine and manage KPIs such as: Approval & processing TATFirst-time-right verification ratesCall centre SLAs (AHT, FCR, CSAT)Reconciliation accuracy & timelinessRecovery rates and delinquency improvementImplement continuous improvement frameworks (Lean / Six Sigma mindset)Lead capacity planning and workforce optimisation* 3. AI & Digital Transformation Strategy* Develop and execute a multi-year AI adoption roadmap across operations, including: Automated income document recognition (OCR + AI validation)AI-driven credit decision supportChatbots and voice bots for customer servicingPredictive analytics for collections and recovery strategiesPartner with Product, Technology, and Data teams to: Embed AI models into operational workflowsEnsure scalability, accuracy, and governance of AI deploymentTrack ROI of automation initiatives (cost-to-income improvement, productivity uplift, error reduction)* 5. Collections & Recovery Strategy* Oversee end-to-end collections strategy across delinquency bucketsImplement data-driven recovery strategies (segmentation, prioritisation models)Optimise external agency management where applicableBalance portfolio recovery with customer fairness and regulatory expectations* 6. Financial Control (Reconciliation & Settlement)* Ensure accuracy and integrity of:Loan disbursementsRepayments and collections postingsPartner and merchant settlements (if applicable)Lead reconciliation processes to ensure timely resolution of discrepanciesStrengthen financial governance and audit readiness* 7. Customer Experience & Service Excellence* Elevate customer journey across operational touchpointsDrive improvements in:Resolution speedCommunication qualityComplaint managementBuild a customer-centric operations culture while balancing risk and efficiency* 8. Leadership & Organisation Building* Build and lead a high-performing, scalable operations organisationDrive capability development across:Operations managementData literacy & AI adoptionRisk awareness and compliance disciplineFoster a culture of accountability, continuous improvement, and innovation#### Requirements* 12–15+ years of experience in operations within:Digital lending / FinTech / banking / financial servicesProven track record managing:High-volume transactional operationsCall centre and collections environmentsDemonstrated experience in driving digital or AI transformation initiativesStrong familiarity with Malaysian regulatory landscape (BNM, AMLA, credit operations) Technical & Functional Expertise* Deep understanding of: Credit operations and underwriting workflowsLoan servicing and collections strategiesReconciliation and financial control processesExperience with:* Automation tools, AI/ML applications, OCR technologiesOperational analytics and dashboarding Leadership & Strategic Skills* Strong strategic thinking with execution capabilityAbility to balance growth, risk, and operational efficiencyData-driven decision-making mindsetChange leadership mindsetExperience managing large teams and cross-functional stakeholders