Operations Lead

Bjak Sdn Bhd; Petaling Jaya; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading digital insurance platform in Malaysia is seeking an Operations Lead to streamline operations and improve efficiency. The ideal candidate will have a strong background in operations management and excellent leadership skills. Responsibilities include developing operational strategies, overseeing daily activities, and managing a customer service team. Competitive compensation and opportunities for career growth are provided in a dynamic work environment.

Benefits

Competitive compensation

Fast-track career growth

Collaborative team environment

Qualifications

• Proven experience in a senior operations role with a record of leading operational activities.
• Excellent team management skills and ability to inspire and develop teams.
• Strong understanding of operational processes including supply chain management.

Responsibilities

• Develop and execute operational strategies aligned with overall business objectives.
• Oversee daily operations including production, supply chain, and customer service.
• Ensure effective process optimization and continuous improvement initiatives.

Skills

Strategic thinking

Problem-solving

Leadership

Communication

Education

Bachelor's degree in Business Administration, Operations Management, or related field

MBA preferred

Job description

BJAK is Southeast Asia’s largest digital insurance platform, headquartered in Malaysia with operations in Thailand, Taiwan, and Japan. Through Bjak.com, we help millions find affordable and comprehensive protection by simplifying complex financial services through technology. We’re lean, ambitious, and solving meaningful problems at scale. Our investments in AI, automation, and digital infrastructure support our mission to make financial services faster, smarter, and more accessible.

Position Overview

BJAK is seeking a dynamic and hands‑on Operations Lead to lead and streamline our operational activities. The ideal candidate will be both a strategic thinker and a doer, dedicated to ensuring the smooth and efficient functioning of our company's operations. This role requires flexibility, including the ability to work during odd hours and manage operations on the go. Reporting directly to the CEO, the Operations Lead will be responsible for developing and executing strategies that enhance operational efficiency, productivity, and profitability.

Responsibilities

Operational Strategy & Leadership

Develop and implement operational strategies that align with BJAK's overall objectives and growth plans.

Lead and mentor a high-performing operations team, fostering a culture of continuous improvement and accountability.

Collaborate with the executive team to ensure seamless execution of business strategies and initiatives.

Day-to-Day Operations Management

Oversee and manage daily operations, including production, supply chain, quality assurance, logistics, and customer service.

Ensure operational processes are efficient, cost-effective, and capable of supporting company growth.

Resolve operational issues promptly and implement solutions to prevent future occurrences.

Process Optimization & Continuous Improvement

Identify and implement best practices across all operational areas to enhance productivity and reduce costs.

Drive continuous improvement initiatives, fostering a culture of innovation and efficiency.

Monitor key performance indicators (KPIs) and operational metrics to measure success and identify areas for improvement.

Stakeholder Collaboration

Work closely with cross‑functional teams, including finance, HR, and sales, to ensure alignment and operational excellence.

Establish and maintain strong relationships with vendors, suppliers, and partners to support business operations.

Flexibility & Hands‑On Approach

Be willing and able to work during odd hours and manage operations on the go, as required by the business.

Lead by example, demonstrating a hands‑on approach to resolving issues and improving processes.

Stay informed about industry trends, market dynamics, and regulatory requirements to mitigate risks and ensure compliance.

Implement and enforce operational policies and procedures that safeguard the company's assets and reputation.

Admin Operations Management

Oversee day-to-day administrative operations, including office management, record keeping, and inventory control.

Be hands‑on with administrative tasks when required, such as managing office supplies, preparing reports, or organizing company documents.

Implement and refine administrative processes to ensure operational efficiency.

Coordinate with cross‑functional teams to manage office supplies, equipment, and contracts.

Ensure compliance with company policies and procedures in all administrative activities.

Prepare reports and presentations on operational metrics for management.

Support the finance and HR departments with administrative tasks, as needed.

Customer Experience Management

Lead and manage the customer service team to provide high‑quality support and engagement.

Develop and implement customer service strategies that drive satisfaction and loyalty.

Actively handle customer queries and issues when needed, especially during peak times or escalations.

Monitor and analyze customer feedback to identify areas for improvement.

Develop and enforce service level agreements (SLAs) and key performance indicators (KPIs) for the team.

Resolve escalated customer issues promptly and professionally.

Train and mentor team members to deliver exceptional service.

Requirements

Bachelor's degree in Business Administration, Operations Management, or a related field (MBA preferred).

Proven experience in a senior operations role, with a track record of leading and optimizing business operations.

Strong strategic thinking and problem‑solving skills, with the ability to execute plans effectively.

Excellent leadership and team management skills, with the ability to inspire and develop a high‑performing team.

Hands‑on approach with a willingness to work during odd hours and manage operations in a dynamic environment.

Strong understanding of operational processes, including supply chain management, logistics, and quality assurance.

Excellent communication and interpersonal skills, with the ability to collaborate effectively with stakeholders at all levels.

What You’ll Get

Competitive compensation aligned with your impact

Fast‑track career growth with direct exposure to leadership and decision‑making

A flat, high‑ownership environment where initiative is valued and rewarded

A collaborative, ambitious team that values speed, clarity, and excellence

The opportunity to shape meaningful outcomes in a high‑growth regional fintech powered by AI

Application Questions

• Which of the following types of qualifications do you have?
• Which of the following statements best describes your right to work in Malaysia?
• How many years' experience do you have as a manager / team lead?
• What's your expected monthly basic salary?
• Do you have customer service experience?
• How many years' experience do you have as an Operations Lead?