Operation Lead

Cognicore Outsourcing Service; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Job summary

Cognicore Outsourcing Service is seeking an experienced Operation Manager to oversee day-to-day operations, improve process efficiency, and maintain high standards of integrity and accuracy. You will lead teams, train staff, and ensure swift case handling with sound judgment.

Responsibilities include coordinating workflows, monitoring performance, and driving SOP improvements while acting as a bridge to management. A data-minded leader with strong communication skills is preferred.

Qualifications

• Takes accountability for outcomes and guides team to goals.
• Identifies root causes and implements practical solutions.
• Comfortable interpreting data to support operational decisions.
• Strong analytical, organizational and interpersonal skills.
• Handles sensitive information with discretion and integrity.

Responsibilities

• Lead daily workflows, track staff performance, resolve issues to keep operations running smoothly.
• Train new and existing staff, groom high performers into Team Leaders.
• Review transactions, user activity, and suspicious cases; guide staff on unclear ones.
• Monitor review accuracy, turnaround speed, and pending cases; reduce mistakes via training.
• Act as the main bridge between local team and Management; present updates.
• Review workflows to spot bottlenecks and optimize SOPs and escalation processes.
• Participate in business, customer, and team performance analysis as team stabilizes.

Skills

Ownership & Leadership

Problem Solving

Data mindset

Communication skills

Integrity & discretion

Education

Bachelor's degree in Business Administration/Management

Job description

We are seeking an experienced and results-driven Operation Manager to oversee day-to-day operations, drive process efficiency, and ensure organizational goals are met with the highest standards of integrity and accuracy. This role is ideal for a proactive leader who thrives in a fast-paced environment, can make sound judgment calls under pressure, and is comfortable working with data to guide decisions.

Key Responsibilities

Lead Team: Coordinate daily workflows, track staff performance, and resolve issues to keep operations running smoothly.

Training & Leadership Development: Train new and existing staff, and groom high performers into Team Leaders to build a more independent team.

Case Review & Risk Judgment: Maintain strong command of the company’s review procedures, including transactions, user activity, and flagged or suspicious cases; independently handle complex cases and guide staff on unclear ones.

Quality Control: Monitor review accuracy, turnaround speed, and pending cases; catch missed checks or errors early and reduce mistakes through training, while handling sensitive information with discretion.

Operation & Communication: Act as the main bridge between the local team and Management; consolidate issues, report team status, and present operational updates so staff don’t need to elevate routine matters directly.

Process & SOP Improvement: Review workflows to spot bottlenecks and optimize SOPs, training, and escalation processes; ensure compliance and consistent standards across staff.

Data & Performance Analysis: No advanced skills required initially, but should have a solid data mindset; progressively take part in business, customer, and team performance analysis as the team stabilizes.

Requirements & Qualifications

Ownership & Leadership – Takes accountability for outcomes and holds self and team responsible; able to guide, motivate, and manage a team toward shared goals

At least 2 years of experience in payment operations, banking operations, fintech, fund operations, or a related back-office environment

Problem Solving & Risk Judgment – Identifies root causes and implements practical, timely solutions; spots inconsistencies and assesses risk accurately before issues arise

Data & Technology Proficiency – Comfortable interpreting data to support operational decisions, with skill in relevant business/operations software and digital tools

Confidentiality & Trustworthiness – Handles sensitive information with discretion and integrity

Experience & Communication – Proven experience in an operations management or similar leadership role, with strong analytical, organizational, and interpersonal/communication skills

Education – Bachelor's degree in Business Administration, Management, or a related field (preferred)