Hybrid Operations Manager: Process Excellence & Analytics

CAP Advisory Group Pte. Ltd.; Kuala Lumpur; Hybrid; MYR 120,000 - 180,000; Full time

Job summary

CAP Advisory Group Pte. Ltd. in Kuala Lumpur is seeking an Operations Manager to lead day-to-day operational activities within the Operations Division on a hybrid basis. The role focuses on strengthening processes, controls, and performance while supporting the Chief Information & Operations Officer.

The successful candidate will develop SOPs, manage audits, monitor dashboards, and drive continuous improvements across contracts, projects and client servicing arrangements.

Qualifications

• Experience in operations.
• Strong process governance and control mindset.
• Strong analytical and reporting capabilities.
• Proven stakeholder and people management skills.
• Proactive, structured and solutions-oriented approach.

Responsibilities

• Oversee day-to-day operational activities across the Operations Division and support the Chief Information & Operations Officer in ensuring timely, efficient and consistent service delivery to internal and external customers.
• Develop, implement and maintain operational SOPs, processes and controls to ensure consistent execution, accountability and alignment with organisational standards and objectives.
• Lead regular internal process audits across operational workflows to identify gaps, control weaknesses and areas for improvement, and ensure appropriate follow-up and closure of audit findings.
• Establish and maintain operational compliance and access controls, ensuring team members have the appropriate access to systems, platforms and resources required for their roles and that operational processes are properly documented and followed.
• Review and audit key operational processes, including pre-sale engagement, project/job execution and closure, to identify discrepancies, risks and process gaps and recommend corrective actions.
• Work closely with department heads and relevant stakeholders to plan, implement and monitor new contracts, services, projects and operational initiatives, ensuring requirements, resources, timelines and responsibilities are clearly defined.
• Improve data visibility and reporting by developing and maintaining dashboards, reports and other tracking mechanisms covering key operational metrics such as revenue, margins, productivity, efficiency and service performance.
• Monitor operational efficiency, productivity and profitability, prepare regular management reports, and highlight significant trends, discrepancies, risks and issues to the Chief Information & Operations Officer and Senior Management.
• Identify operational issues and implement practical solutions, including handling escalated complaints, coordinating with relevant stakeholders and ensuring timely resolution and follow-through.
• Drive continuous improvement initiatives by reviewing existing policies, procedures, workflows and client servicing arrangements, and recommending improvements in line with business, regulatory and industry practices.
• Collaborate with relevant teams to translate client and business requirements into effective job and project workflows, templates and tracking mechanisms, ensuring clear coordination and proper monitoring from initiation through completion, billing and closure.
• Lead, manage and develop the Operations team, including setting priorities, allocating resources, monitoring performance and providing guidance to ensure effective execution of operational activities and achievement of departmental objectives.

Skills

Process governance

Analytical reporting

Stakeholder mgmt

People management

Problem solving

Job description

CAP Advisory Group Pte. Ltd. in Kuala Lumpur is seeking an Operations Manager to lead day-to-day operational activities within the Operations Division on a hybrid basis. The role focuses on strengthening processes, controls, and performance while supporting the Chief Information & Operations Officer.

The successful candidate will develop SOPs, manage audits, monitor dashboards, and drive continuous improvements across contracts, projects and client servicing arrangements.