Operations Lead: Unite Donor Ops & Elevate Impact

SG Support; Kuala Lumpur; Hybrid; MYR 280,000 - 360,000; Full time

Benefits offered by this job

Mobile phone allowance

Parking allowance

Birthday off

Employee Assistance Program (EAP)

Generous annual leave

Job summary

SG Support is seeking a Director of Operations to lead three core delivery departments: Contact Centre, Donor Communications, and Operations (Payment Processing). Reporting to the COO and SMT, you’ll own these functions, with three Head of Department reports, and drive alignment, performance, and continuous improvement across regions.

You’ll build an integrated operating model, champion data-driven decisions, and ensure regulatory and financial processing standards are met, while fostering a

Qualifications

• Experience leading multiple departments or functions.
• Proven track record in donor/customer operations.
• Experience integrating siloed teams into aligned operations.
• Strong people leadership with coaching of Heads of Department.
• Knowledge of payment processing systems (PCI) and donor data compliance.
• Fluent in English (written and spoken).
• Experience with cross-functional collaboration and stakeholder management.

Responsibilities

• Lead the integration of the Contact Centre, Donor Communications, and Operations (Payment Processing) into a unified donor engagement function.
• Provide day-to-day leadership to Heads of Department; ensure KPIs and contractual commitments are met.
• Drive process improvements to increase quality, throughput and donor impact while reducing costs.
• Develop and maintain performance management framework with operational KPIs, SLAs, and quality metrics.
• Collaborate with CIO/IT to align systems and data with the operating model.
• Support HR in resourcing, succession planning, and talent development across departments.

Skills

Leadership

Stakeholder management

Payment processing

Process improvement

Data analytics

Compliance awareness

English fluency

Project management

Tools

Stripe

Global Payments

Job description

SG Support is seeking a Director of Operations to lead three core delivery departments: Contact Centre, Donor Communications, and Operations (Payment Processing). Reporting to the COO and SMT, you’ll own these functions, with three Head of Department reports, and drive alignment, performance, and continuous improvement across regions.

You’ll build an integrated operating model, champion data-driven decisions, and ensure regulatory and financial processing standards are met, while fostering a