Operations Lead - Monee SG (ShopeePayLater) Experienced (Team Lead) Kuala Lumpur Operations

Monee; Kuala Lumpur; On-site; MYR 287,000 - 415,000; Full time

Job summary

Monee is seeking an experienced Operations Lead for Monee SG (ShopeePayLater) to head KYC, Collections and Customer Service teams, driving performance and professional development.

You will shape operational strategy, KPIs, and processes to improve recovery rates, service quality, and efficiency, while managing budgets and mitigating operational risks in a fast-growing digital payments environment.

Qualifications

• Bachelor’s degree required in Business, Finance, Management or related field.
• 8+ years of relevant experience in call centre operations, collections management, customer service, or related field.
• 3+ years of people leadership experience, preferably managing 30–50 staff.

Responsibilities

• Lead, develop, and provide direction to the KYC, Collections and Customer Service teams, driving strong performance, engagement, and professional development.
• Develop and execute operational strategies to improve collections effectiveness, customer service quality, and overall operational efficiency.
• Establish KPIs, monitor performance, identify gaps, and implement improvement plans.
• Develop and implement collections strategies to improve recovery rates, reduce overdue accounts, and optimize debt recovery outcomes.
• Ensure high standards of customer service, including effective management of customer complaints and escalated cases.
• Continuously review and improve collections and customer service workflows to enhance productivity, service quality, and customer experience.
• Analyze operational data and performance trends to identify opportunities, diagnose issues, and provide actionable recommendations to management.
• Establish and maintain effective operational policies, procedures, and internal controls.
• Manage departmental budgets and identify opportunities to optimize costs while maintaining service quality.
• Lead the resolution of major operational issues and develop contingency plans to minimize service disruption and operational risks.

Skills

Leadership

Stakeholder management

Analytical skills

Communication

Negotiation

Escalation management

CRM systems

Data analytics

Education

Bachelor's degree in Business/ Finance/ Management

Tools

CRM systems

Collections or call centre software

Job description

Operations Lead - Monee SG (ShopeePayLater)

Experienced (Team Lead)

Department Operations

Monee is a leading digital payments and financial services provider in Southeast Asia, with a growing presence in Latin America. Its mission is to better the lives of individuals and businesses in the region with financial services through technology.

Monee delivers a comprehensive range of digital financial products and services, including mobile wallets, payment processing, credit, banking, and insurtech. By leveraging technology and strategic partnerships, Monee aims to drive greater digital financial inclusion, convenience, and accessibility for individuals and small businesses across Southeast Asia and Latin America.

Monee is part of Sea Limited, a global technology company.

Job Description:

• Team Leadership: Lead, develop, and provide direction to the KYC, Collections and Customer Service teams, driving strong performance, engagement, and professional development.
• Operations Strategy: Develop and execute operational strategies to improve collections effectiveness, customer service quality, and overall operational efficiency.
• Performance Management: Establish key performance indicators (KPIs), monitor team and operational performance, identify gaps, and implement improvement plans.
• Collections Management: Develop and implement collections strategies to improve recovery rates, reduce overdue accounts, and optimize debt recovery outcomes.
• Customer Service Excellence: Ensure high standards of customer service, including effective management of customer complaints and escalated cases.
• Process Improvement: Continuously review and improve collections and customer service workflows to enhance productivity, service quality, and customer experience.
• Data & Analytics: Analyze operational data and performance trends to identify opportunities, diagnose issues, and provide actionable recommendations to management.
• Policies & Controls: Establish and maintain effective operational policies, procedures, and internal controls to ensure consistent and responsible operations.
• Budget & Cost Management: Manage departmental budgets and identify opportunities to optimize costs while maintaining service quality and operational performance.
• Business Continuity: Lead the resolution of major operational issues and develop contingency plans to minimize service disruption and operational risks.

Requirements:

• Bachelor’s degree in Business, Finance, Management, or a related field.
• Minimum 8 years of relevant experience in call centre operations, collections management, customer service, or a related field.
• At least 3 years of people leadership experience, preferably managing a sizeable operation or a team of approximately 30-50 employees.
• Strong understanding of collections operations, debt recovery strategies, customer service management, and operational performance management.
• Strong leadership and stakeholder management skills, with the ability to lead teams and collaborate effectively across functions.
• Strong analytical and problem-solving skills, with experience using operational data and KPIs to drive decision-making and process improvements.
• Strong communication, negotiation, and escalation management skills.
• Proficiency in data analytics, CRM systems, and collections or call centre management systems.