Mandarin-Speaking Payments Operations Lead

PAYOK; Kuala Lumpur; On-site; MYR 112,000 - 201,000; Full time

Job summary

PAYOK in Malaysia is seeking a Team Leader, Payment Operations – Mandarin Speaker to lead the day-to-day operations of PAYOK's Payment Operations team, ensuring high service quality, operational efficiency, and strong team performance.

You will guide team leadership, performance management, KPI monitoring, and reporting, while collaborating with the Operations Manager to close gaps, improve SOPs, and drive continuous improvement in a fast-paced fintech environment.

Qualifications

• Diploma or Bachelor's Degree in Business Administration, Commerce, Finance, Management.
• 3–5 years of relevant experience in Payment Operations or Fintech.
• 1–2 years of team leadership or supervisory experience.
• Strong understanding of payment processes and merchant payments (B2B).
• Experience with payment processing, settlement, reconciliation, and international/cross-border payment operations.
• Proficiency in Mandarin and English is required.
• Able to lead in a fast-paced international fintech environment.

Responsibilities

• Lead and supervise the Payment Operations Team to ensure smooth daily operations and consistent service quality.
• Provide day-to-day leadership, coaching, guidance, and operational support to team members.
• Manage team performance and productivity, including KPI monitoring, performance reviews, coaching, feedback, and improvement actions.
• Set clear individual and team KPIs aligned with objectives.
• Monitor operational performance and implement corrective actions.
• Prepare daily, weekly, and monthly operational reports.
• Report directly to the Operations Manager on performance and escalations.
• Manage and support merchant payment operations (B2B).
• Handle complex or escalated customer and merchant issues and ensure timely resolution.
• Support operations involving international payments and cross-border transactions.
• Review and improve SOPs and workflows; implement escalation procedures.
• Ensure adherence to SOPs, internal controls, and service standards.
• Conduct root-cause analysis to reduce recurring issues.
• Collaborate with stakeholders to improve efficiency and customer experience.
• Conduct regular team meetings and coaching sessions.
• Support onboarding and training of new team members.
• Manage manpower allocation, shift coverage, and priorities.

Skills

Team leadership

Performance management

KPI monitoring

Operational reporting

Problem solving

Stakeholder management

Mandarin

English

Coaching

Communication

Education

Bachelor's Degree in Business Administration/Commerce/Finance/Management

Diploma or Degree in related field

Job description

PAYOK in Malaysia is seeking a Team Leader, Payment Operations – Mandarin Speaker to lead the day-to-day operations of PAYOK's Payment Operations team, ensuring high service quality, operational efficiency, and strong team performance.

You will guide team leadership, performance management, KPI monitoring, and reporting, while collaborating with the Operations Manager to close gaps, improve SOPs, and drive continuous improvement in a fast-paced fintech environment.