Payments Operations Lead - Malaysia

PAYOK; Kuala Lumpur; On-site; MYR 120,000 - 160,000; Full time

Job summary

PAYOK is seeking an experienced Operations Manager to lead the Malaysia Operations function, overseeing payment operations, team leadership, performance management, reporting, SOP improvement, and process optimization.

Fluent Mandarin and English are mandatory. You will work with senior management and cross-functional teams to build a structured, high-performing operations function in a fast-paced fintech environment.

Qualifications

• Bachelor's degree in Business Administration, Commerce, Finance, Management, or related field.
• 5–8 years of relevant experience in Payment Operations or related environment.
• Minimum 2–3 years of people-management experience, preferably leading Team Leaders or Operations teams.
• Strong knowledge of B2B merchant payments, payment processing, settlement, reconciliation, payouts, and cross-border payments.

Responsibilities

• Lead and manage Team Leaders and the Payment Operations team to ensure smooth day-to-day operations.
• Establish and monitor team/individual KPIs, productivity, service quality, SLA performance, and standards.
• Drive performance management through regular reviews, coaching, and development.
• Oversee B2B merchant payment operations including processing, settlement, reconciliation, and cross-border payouts.
• Manage escalations and ensure timely resolutions.
• Prepare and present weekly/monthly operational performance reports to management.
• Review and improve SOPs, workflows, escalation procedures, and controls.
• Identify gaps, perform root-cause analysis, and implement corrective actions.
• Drive process improvement, automation, productivity, and efficiency initiatives.
• Collaborate with Finance, Compliance, Risk, Technology, Product, HR, and other stakeholders.

Skills

Leadership

KPI setting

Performance mgmt

Reporting

SOP improvement

Process optimization

Cross-functional collaboration

Stakeholder mgmt

Communication in Mandarin & English

Education

Bachelor's degree in Business/Commerce/Finance/Management

Tools

Payment operations

Job description

PAYOK is seeking an experienced Operations Manager to lead the Malaysia Operations function, overseeing payment operations, team leadership, performance management, reporting, SOP improvement, and process optimization.

Fluent Mandarin and English are mandatory. You will work with senior management and cross-functional teams to build a structured, high-performing operations function in a fast-paced fintech environment.