NGO - Operations Support Associate

Paynet; Malaysia; Hybrid; MYR 60,000 - 90,000; Full time

Job summary

Nexus Global Operator is seeking an Operations/Service Management professional to ensure day-to-day tracking, issue closure, and coordinated onboarding across IPSO initiatives. The role emphasizes dashboards, runbooks, and auditable evidence to support governance and decision-making.

Candidates bring discipline in handling incidents, changes, and service management processes, with strong stakeholder communication and a detail-oriented mindset.

Qualifications

• 3–7 years of experience in operations, service management, IT operations, payments, banking, or another structured operational environment.

Responsibilities

• 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.
• Coordinate IPSO onboarding execution, keeping documentation, meetings, deliverables, dependencies, and participant records on track.
• Build and maintain operational dashboards, monthly operations packs, action trackers, procedures, runbooks, and service reports.
• Keep operational records and evidence audit-ready by driving completeness, accuracy, traceability, and document discipline.
• Lead the coordination rhythm around operational meetings, governance updates, action logs, and executive reporting inputs.

Skills

Operational tracking

Service management

ITIL practices

Documentation & reporting

Stakeholder communication

Execution discipline

Job description

Why Nexus Global Operator / Why Now

• 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 judgement 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
• Coordinate IPSO onboarding execution, keeping documentation, meetings, deliverables, dependencies, and participant records on track
• Build and maintain operational dashboards, monthly operations packs, action trackers, procedures, runbooks, and service reports
• Keep operational records and evidence audit-ready by driving completeness, accuracy, traceability, and document discipline
• Lead the coordination rhythm around operational meetings, governance updates, action logs, and executive reporting inputs

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