Senior Manager, Customer Operations - FinTech Payments

Liquid Group; Kuala Lumpur; On-site; MYR 180,000 - 260,000; Full time

Job summary

Liquid Group in Kuala Lumpur is seeking a hands-on Senior Manager, Customer Operations to lead the day-to-day operations of the KL customer operations team. You will partner with Head of Customer Service and Operations to drive performance across support, onboarding, payment operations and partner support.

You will shape and execute scalable processes, own key KPIs, and collaborate with Product, Technology, Compliance, Finance, and Commercial teams to ensure efficient, compliant operations in a

Qualifications

• 5-8 years in operations, customer operations, payment operations, or fintech operations within payments or financial services.
• Bachelor’s degree in Business, Finance, or related field.
• Experience managing operations or support teams.
• Strong analytical and problem-solving skills with experience in process improvement.

Responsibilities

• Own the day-to-day operations of the KL customer operations team.
• Manage and develop a team of Customer Success Specialists and support staff, ensuring high performance and accountability.
• Drive a strong operational culture focused on ownership, responsiveness, and service quality.
• Serve as the first-level escalation owner for customer operations and coordinate cross-functional resolution.
• Oversee support for merchants, partners, and corporate customers across Liquid Group’s platforms.
• Ensure onboarding and operational processes are executed in line with compliance and internal controls.
• Own and drive performance across key operational metrics and provide reporting to senior management.
• Identify bottlenecks and implement process improvements to enhance efficiency and scalability.

Skills

Team leadership

Operations management

Data analysis

Stakeholder management

Payments knowledge

Process improvement

Education

Bachelor's degree in Business, Finance, or related field

Tools

HubSpot

Job description

Liquid Group in Kuala Lumpur is seeking a hands-on Senior Manager, Customer Operations to lead the day-to-day operations of the KL customer operations team. You will partner with Head of Customer Service and Operations to drive performance across support, onboarding, payment operations and partner support.

You will shape and execute scalable processes, own key KPIs, and collaborate with Product, Technology, Compliance, Finance, and Commercial teams to ensure efficient, compliant operations in a