Operations Team Leader - Mandarin Speaker

PAYOK; Kuala Lumpur; On-site; MYR 112,000 - 201,000; Full time

Job summary

PAYOK in Malaysia is seeking a Team Leader, Payment Operations – Mandarin Speaker to lead the day-to-day operations of PAYOK's Payment Operations team, ensuring high service quality, operational efficiency, and strong team performance.

You will guide team leadership, performance management, KPI monitoring, and reporting, while collaborating with the Operations Manager to close gaps, improve SOPs, and drive continuous improvement in a fast-paced fintech environment.

Qualifications

• Diploma or Bachelor's Degree in Business Administration, Commerce, Finance, Management.
• 3–5 years of relevant experience in Payment Operations or Fintech.
• 1–2 years of team leadership or supervisory experience.
• Strong understanding of payment processes and merchant payments (B2B).
• Experience with payment processing, settlement, reconciliation, and international/cross-border payment operations.
• Proficiency in Mandarin and English is required.
• Able to lead in a fast-paced international fintech environment.

Responsibilities

• Lead and supervise the Payment Operations Team to ensure smooth daily operations and consistent service quality.
• Provide day-to-day leadership, coaching, guidance, and operational support to team members.
• Manage team performance and productivity, including KPI monitoring, performance reviews, coaching, feedback, and improvement actions.
• Set clear individual and team KPIs aligned with objectives.
• Monitor operational performance and implement corrective actions.
• Prepare daily, weekly, and monthly operational reports.
• Report directly to the Operations Manager on performance and escalations.
• Manage and support merchant payment operations (B2B).
• Handle complex or escalated customer and merchant issues and ensure timely resolution.
• Support operations involving international payments and cross-border transactions.
• Review and improve SOPs and workflows; implement escalation procedures.
• Ensure adherence to SOPs, internal controls, and service standards.
• Conduct root-cause analysis to reduce recurring issues.
• Collaborate with stakeholders to improve efficiency and customer experience.
• Conduct regular team meetings and coaching sessions.
• Support onboarding and training of new team members.
• Manage manpower allocation, shift coverage, and priorities.

Skills

Team leadership

Performance management

KPI monitoring

Operational reporting

Problem solving

Stakeholder management

Mandarin

English

Coaching

Communication

Education

Bachelor's Degree in Business Administration/Commerce/Finance/Management

Diploma or Degree in related field

Job description

As a Team Leader, Payment Operations – Mandarin Speaker, you will lead the day-to-day operations of PAYOK's Payment Operations team while ensuring strong service quality, operational efficiency, and team performance.

You will be responsible for team leadership, performance management, KPI monitoring, operational reporting, payment operations, issue escalation, and continuous process improvement.

Working closely with the Operations Manager, you will identify operational gaps, improve existing SOPs and workflows, strengthen team accountability, and ensure that operational standards are consistently followed.

This role requires someone who can balance people leadership with hands‑on operational ownership and is comfortable making decisions, solving problems, coaching employees, and driving continuous improvement in a fast‑paced fintech environment.

Job Responsibilities

As a Team Leader, Payment Operations – Mandarin Speaker, you will lead the day-to-day operations of PAYOK's Payment Operations team while ensuring strong service quality, operational efficiency, and team performance.

You will be responsible for team leadership, performance management, KPI monitoring, operational reporting, payment operations, issue escalation, and continuous process improvement.

Working closely with the Operations Manager, you will identify operational gaps, improve existing SOPs and workflows, strengthen team accountability, and ensure that operational standards are consistently followed.

This role requires someone who can balance people leadership with hands‑on operational ownership and is comfortable making decisions, solving problems, coaching employees, and driving continuous improvement in a fast‑paced fintech environment.

Job Responsibilities

• Lead and supervise the Payment Operations Team, ensuring smooth daily operations and consistent service quality.
• Provide day-to-day leadership, coaching, guidance, and operational support to team members.
• Manage team performance and productivity, including KPI monitoring, performance reviews, coaching, feedback, and performance improvement actions.
• Set clear individual and team KPIs aligned with operational and business objectives.
• Monitor operational performance, identify performance gaps, and implement appropriate corrective and improvement actions.
• Prepare daily, weekly, and monthly operational reports covering team performance, productivity, service quality, operational issues, and KPI achievement.
• Report directly to the Operations Manager on team performance, operational challenges, escalations, and improvement initiatives.
• Manage and support merchant payment operations (B2B), including payment processing, settlement, reconciliation, and related operational activities.
• Handle complex or escalated customer and merchant issues, ensuring timely investigation, resolution, and communication.
• Support operations involving international payments and cross-border transactions.
• Review existing Standard Operating Procedures (SOPs) and identify gaps, inefficiencies, operational risks, and areas for improvement.
• Develop, improve, document, and implement operational SOPs, workflows, guidelines, and escalation procedures.
• Ensure team members consistently follow approved SOPs, internal controls, operational processes, and service standards.
• Monitor recurring operational issues and conduct root-cause analysis to reduce repeated incidents.
• Work closely with the Operations Manager and relevant stakeholders to improve operational efficiency, service quality, productivity, and customer experience.
• Conduct regular team meetings, performance discussions, coaching sessions, and operational briefings.
• Support the onboarding and training of new team members and ensure employees are properly trained on operational procedures and systems.
• Manage manpower allocation, workload distribution, shift coverage, and daily priorities to ensure sufficient operational coverage.
• Maintain accurate operational documentation, reports, trackers, and records.
• Proactively identify opportunities for process automation, workflow improvement, and operational optimization.
• Support other operational projects and responsibilities assigned by the Operations Manager.

Required Qualifications

• Diploma or Bachelor's Degree in Business Administration, Commerce, Finance, Management, or a related discipline.
• Approximately 3–5 years of relevant experience in Payment Operations, Customer Operations, Merchant Operations, Fintech, Payment Gateway, or a related environment.
• At least 1–2 years of team leadership or supervisory experience is preferred.
• Strong understanding of payment business processes and merchant payment operations (B2B).
• Experience with payment processing, settlement, reconciliation, and international/cross-border payment operations.
• Experience managing team performance, KPIs, productivity, and service quality.
• Strong experience in operational reporting and performance analysis.
• Ability to review, develop, and continuously improve SOPs and operational workflows.
• Strong leadership, coaching, people-management, and problem-solving capabilities.
• Able to independently manage operational issues and make sound decisions within established procedures.
• Strong stakeholder management and communication skills.
• Proficiency in Mandarin and English is required due to regular communication with Mandarin-speaking stakeholders and/or customers.
• Detail-oriented, accountable, proactive, and comfortable working in a fast-paced international fintech environment.

Key Leadership Expectations

• People Leadership: Build, coach, and develop a responsible, collaborative, and high-performing operations team.
• Performance Management: Establish clear KPIs, monitor results, provide regular feedback, and address performance gaps.
• Operational Excellence: Continuously improve SOPs, workflows, controls, productivity, and operational efficiency.
• Reporting & Accountability: Provide accurate and timely operational and performance reporting to the Operations Manager.
• Problem Solving: Take ownership of operational escalations and ensure issues are investigated and resolved effectively.
• Continuous Improvement: Identify recurring operational challenges and implement sustainable, long-term improvements.

Join PAYOK

At PAYOK, you'll have the opportunity to work in a fast-growing international fintech environment and take ownership of a critical payment operations function.

You'll work closely with the Operations Manager and cross-functional business stakeholders, while leading and developing the operations team to deliver strong performance, service quality, and operational excellence.

This is an opportunity to go beyond day-to-day operations. You'll have the opportunity to strengthen SOPs, improve workflows, develop team capabilities, establish performance standards, and contribute to building a more structured and scalable operations function as PAYOK continues to grow internationally.

If you're an experienced operations professional who enjoys leading people, solving problems, improving processes, and driving measurable performance, we'd love to hear from you.

PAYOK is an Equal Opportunity Employer committed to maintaining an inclusive workplace. Employment decisions are based on merit, qualifications, experience, and business requirements, without unlawful discrimination, in accordance with applicable laws.