NGO - Operations Support Associate

Payment Network Malaysia; Malaysia; On-site; MYR 60,000 - 90,000; Full time

Job summary

Nexus Global Operator in Malaysia is seeking a detail‑oriented operations professional to own day‑to‑day follow‑through, drive action tracking, and ensure issues are resolved with clear ownership. You will coordinate service management across incidents, changes, KPIs and reporting, and manage IPSO onboarding, dependencies, and documentation from planning through completion.

You will build reliable dashboards, runbooks, records and audit trails, and apply disciplined execution to incident,

Qualifications

• 3–7 years of experience in operations, service management, or IT operations.
• Experience in payments, banking, or a structured operational environment is a plus.
• Strong documentation, reporting, dashboards, and management information skills.

Responsibilities

• Own day-to-day operational tracking, driving actions to clear owners, decisions, and closure.
• Drive service management coordination across incidents, problems, changes, KPIs, service targets, and operational reporting.

Skills

Operational discipline

Documentation & reporting

Dashboards & trackers

Stakeholder communication

Attention to detail

Job description

• Join Nexus Global Operator at a time when resilient, well-governed operations are increasingly critical to Malaysia’s payments ecosystem
• Help strengthen the operational foundations that keep services stable, participants supported, and issues moving towards closure
• Shape disciplined ways of working as operational processes, service management practices, and IPSO onboarding activities continue to evolve
• Build the visibility and operational evidence leaders need to make timely, informed decisions
• Play a hands‑on role in turning operational standards into consistent execution across teams and stakeholders

TL;DR

• Own the operational follow-through that keeps Business Operations organised, visible, and moving
• Drive action tracking, issue closure, service reporting, and operational coordination across day-to-day run activities
• Coordinate IPSO onboarding activities, dependencies, documentation, and stakeholder actions from planning through completion
• Build reliable dashboards, trackers, procedures, meeting records, and audit evidence that teams can act on
• Bring discipline and judgment to incident, problem, change, and service management processes
• Succeed through strong execution, attention to detail, stakeholder communication, and relentless follow-through

Why This Role Matters

• Your execution helps protect service stability by ensuring operational issues, actions, and dependencies do not fall through the cracks
• Your reporting gives stakeholders clear visibility into operational performance, risks, service targets, and outstanding actions
• Your coordination helps IPSO participants navigate onboarding with clear requirements, documentation, dependencies, and next steps
• Your documentation strengthens operational resilience by keeping procedures, runbooks, records, and evidence current and usable
• Your judgment helps teams distinguish routine follow‑up from issues that require escalation or closer management attention

What You Will Actually Do

• Own day-to-day operational tracking, driving issues and actions towards clear owners, decisions, and closure
• Drive service management coordination across incidents, problems, changes, KPIs, service targets, and operational reporting

Examples of This Role in Practice

• A service incident creates multiple follow‑up actions: you establish clear ownership, track dependencies, surface overdue actions, and drive them through closure
• An IPSO participant enters onboarding: you coordinate the working rhythm, maintain the required documentation, track dependencies, and flag blockers before they affect readiness
• A service KPI moves outside its expected target: you validate the underlying information, highlight the exception, and ensure the right stakeholders have what they need to act
• An audit evidence request arrives: you assemble complete, traceable records and identify gaps early rather than relying on last‑minute document searches
• A recurring operational issue emerges: you connect the incident history, action tracker, and process documentation so the team can move from repeated follow‑up towards sustainable resolution
• Leadership needs the monthly operations view: you turn operational data, service performance, issues, risks, and actions into a concise pack that supports decisions

What Will Help You Succeed

• 3–7 years of experience in operations, service management, IT operations, payments, banking, or another structured operational environment
• Strong operational discipline, with the ability to manage multiple actions, dependencies, records, and deadlines without losing sight of the outcome
• Proven strength in documentation, reporting, dashboards, trackers, operational procedures, and management information
• Working knowledge of ITIL practices, particularly incident, problem, and change management, is valuable
• Strong stakeholder communication and coordination skills, including the confidence to challenge unclear ownership and follow through on commitments
• High attention to detail combined with practical judgment: knowing what needs immediate escalation, what needs deeper investigation, and what simply needs disciplined execution