Operations Manager

EPOS; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Job summary

EPOS is seeking an Operations Manager to lead Merchant Operations and collaborate with Sales, Customer Support, Finance, Product, and Technical teams. The role focuses on ensuring smooth operational execution, project timelines, issue resolution, and continuous improvement initiatives across internal departments and external partners.

Responsibilities include overseeing onboarding, fulfillment, POS operations, and deployment readiness while maintaining SLA adherence.

Qualifications

• Bachelor's degree required in Business Administration, Operations Management, or related field.
• Minimum 3 years in a managerial or team leadership role.
• 5–8 years of experience in Operations, Sales Operations, Merchant Operations, or related functions.
• Strong people and stakeholder management skills.
• Proficiency in MS Office, Google Workspace, and CRM/operational systems.

Responsibilities

• Lead and oversee daily Merchant Operations activities across functions.
• Coordinate onboarding, fulfillment, POS operations, and project support.
• Ensure processes are executed accurately within SLA timelines.
• Monitor onboarding progress, deployment readiness, and issue resolution.
• Foster cross-functional collaboration between Sales, Support, Finance, Product, and Technical teams.
• Drive consistency between KL and JB operations teams.
• Identify process gaps, risks, and bottlenecks; improve SOPs.
• Track OKRs and performance metrics; prepare operational reports.

Skills

People management

Stakeholder management

Analytical skills

Reporting

Problem-solving

Project coordination

Education

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

Job description

The Operations Manager is responsible for leading and managing the overall Merchant Operations and Collaborate closely with internal departments including Sales, Customer Support, Finance, Product, and Technical/Deployment teams, as well as external vendors and business partners to ensure smooth operational execution and alignment with business objectives. Support cross-functional coordination, project implementation timelines, issue resolution, and operational improvement initiatives while proactively escalating critical operational matters and driving corrective action plans when necessary

Key Responsibilitie

• s:Merchant Operations Management: Lead and oversee daily Merchant Operations activities acros
• s:Onboarding, Fulfillment, POS Operations, Project Suppo
• rtEnsure operational processes are executed accurately and within SLA timeline
• s.Monitor merchant onboarding progress, deployment readiness, and issue resolutio
• n.Ensure smooth coordination between Sales, Support, Finance, Product, and technical teams when necessar
• y.Drive operational consistency between KL and JB operations team
• s.Work closely with Sales Admin functions to ensure proper processing and documentation of sales-related activitie
• s.Identify process gaps, operational risks, and bottlenecks and improve SOP
• s.Track and analyze operations OKRs, merchant onboarding turnaround time, fulfillment timelines, deployment completion, productivity metrics, SLA performanc
• e.Prepare operational reports and business updates for Country Manage

Key Requireme

• ntsBachelor’s Degree in Business Administration, Operations Management, or related fie
• ld.Minimum 5–8 years of experience in Operations, Sales Operations, Merchant Operations, or related functio
• ns.Minimum 3 years in a managerial or team leadership ro
• le.Strong people management and stakeholder management skil
• ls.Experience managing sales administration and operational workflo
• ws.Strong analytical, reporting, and problem-solving capabiliti
• es.Ability to manage multiple operational functions in a fast-paced environme
• nt.Proficient in Microsoft Office, Google Workspace, and operational systems/CRM too