Regional Manager - Customer Operations (Fintech | APAC )

Michael Page International (Malaysia) Sdn Bhd; Kuala Lumpur; Hybrid; MYR 180,000 - 300,000; Full time

Benefits offered by this job

Hybrid working arrangement

Medical allowance

Annual leave entitlement

Annual performance-based bonus

Job summary

Michael Page International (Malaysia) Sdn Bhd is seeking a Regional Manager - Customer Operations to oversee Kuala Lumpur-based operations for fintech customer services across APAC. You will lead Customer Success Specialists, drive onboarding, and manage payment operations with a focus on SLA, CSAT, and process improvements.

The role requires 5-8 years in customer operations or fintech, strong stakeholder management, and fluency in Mandarin and English, within a fast-growing environment.

Qualifications

• Bachelor's Degree in Business, Finance, Operations Management, or related discipline.
• 5-8 years of experience within Customer Operations, Customer Success, Payment Operations, Fintech Operations, Financial Services Operations, or related functions.
• Proven experience managing operations, customer support, service delivery, or customer-facing teams.
• Strong understanding of payments, fintech operations, onboarding workflows, customer service operations, or financial services environments.
• Experience managing service delivery metrics, operational KPIs, SLA performance, turnaround times, and customer satisfaction indicators.
• Strong stakeholder management, communication, and cross-functional collaboration skills.
• Demonstrated success in driving operational improvements, process optimization, or automation initiatives.
• Strong analytical and problem-solving abilities with a data-driven decision-making approach.
• Comfortable operating within a fast-paced and high-growth environment.
• Professional Mandarin and English communication skills are required to support regional partners and stakeholders.

Responsibilities

• Lead the day-to-day operations of the Kuala Lumpur Customer Operations team
• Manage, coach, and develop Customer Success Specialists and support staff
• Drive a customer-centric culture focused on ownership, responsiveness, accountability, and service quality
• Act as the first-level escalation owner for complex operational and customer-related issues
• Oversee onboarding, support, payment operations, and partner servicing activities
• Ensure timely resolution of support tickets, onboarding requests, and operational enquiries
• Own operational KPIs including SLA adherence, turnaround time, CSAT, onboarding performance, and service quality metrics
• Monitor team performance and drive continuous service improvement initiatives
• Partner closely with Product, Technology, Compliance, Finance, and Commercial teams to ensure smooth operational execution
• Drive automation, process optimization, and operational scalability initiatives

Skills

Leadership

Stakeholder management

Cross-functional collaboration

Analytical thinking

Data-driven decisions

Mandarin & English

Fast-paced environment

Education

Bachelor's Degree in Business, Finance, Operations Management, or related

Job description

Regional Manager - Customer Operations (Fintech | APAC )

This position serves as the operational manager for the Kuala Lumpur Customer Operations function, acting as the deputy to the lead of Customer Service & Operations. You will manage Customer Success Specialists and support teams while overseeing customer onboarding, payment operations, service delivery, escalation management, and operational performance across the organization's payment platforms.

A rapidly growing fintech and cross-border payments organization licensed as a Major Payment Institution in Singapore. The business operates a suite of payment solutions supporting merchants, corporates, financial institutions, e-wallet operators, and payment partners across Asia, enabling seamless payment acceptance, cross-border fund movements, and digital payment connectivity.

Description

• Lead the day-to-day operations of the Kuala Lumpur Customer Operations team
• Manage, coach, and develop Customer Success Specialists and support staff
• Drive a customer-centric culture focused on ownership, responsiveness, accountability, and service quality
• Act as the first-level escalation owner for complex operational and customer-related issues
• Oversee onboarding, support, payment operations, and partner servicing activities
• Ensure timely resolution of support tickets, onboarding requests, and operational enquiries
• Own operational KPIs including SLA adherence, turnaround time, CSAT, onboarding performance, and service quality metrics
• Monitor team performance and drive continuous service improvement initiatives
• Partner closely with Product, Technology, Compliance, Finance, and Commercial teams to ensure smooth operational execution
• Drive automation, process optimization, and operational scalability initiatives

Profile

A successful Regional Manager - Customer Operations (APA C) should have:

• Bachelor's Degree in Business, Finance, Operations Management, or a related discipline
• 5-8 years of experience within Customer Operations, Customer Success, Payment Operations, Fintech Operations, Financial Services Operations, or related functions
• Proven experience managing operations, customer support, service delivery, or customer-facing teams
• Strong understanding of payments, fintech operations, onboarding workflows, customer service operations, or financial services environments
• Experience managing service delivery metrics, operational KPIs, SLA performance, turnaround times, and customer satisfaction indicators
• Strong stakeholder management, communication, and cross-functional collaboration skills
• Demonstrated success in driving operational improvements, process optimization, or automation initiatives
• Strong analytical and problem-solving abilities with a data-driven decision-making approach
• Comfortable operating within a fast-paced and high-growth environment
• Professional Mandarin and English communication skills are required to support regional partners and stakeholders

Job Offer

• Competitive salary package
• Annual Performance-based bonus
• Hybrid working arrangement
• Medical allowance
• Annual leave entitlement
• Exposure to regional payment ecosystems, wallet providers, acquirers, and merchant partners
• Opportunity to work closely with fintech, payments, and digital commerce stakeholders
• Hands-on experience across merchant onboarding, payment operations, wallet integrations, and settlements