Senior Services Operations Specialist

SWIFT; Kuala Lumpur; On-site; MYR 90,000 - 120,000; Full time

Job summary

A global financial messaging provider is seeking an experienced professional to manage service operations, ensuring smooth processes and communication across teams. The ideal candidate must have a Bachelor's degree and over 5 years in service operations or process management. Responsibilities include operational enablement, overseeing tools like Salesforce and CPQ, and coordinating training operations. The company fosters a diverse and inclusive environment, encouraging applications even from those who may not meet every single qualification.

Benefits

Competitive career package

Supportive work environment

Diverse and inclusive culture

Qualifications

• 5+ years in service operations, process management, or Professional Services roles.
• Proven experience managing complex operational processes.

Responsibilities

• Own the operational enablement of global services offerings.
• Oversee services operational backbone tools.
• Maintain and optimize the services portfolio.
• Lead and coordinate training operations.
• Ensure reliable reporting and insights.
• Act as a central point of coordination across teams.
• Drive simplification and improvement across services operations.

Skills

Strong organizational and coordination skills

Proficiency with Salesforce

Deep understanding of service pricing models

Excellent communication skills

Ability to identify process gaps

Education

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

Tools

Conga Configure, Price, Quote (CPQ)

Contract Lifecycle Management (CLM)

Excel/Power BI

Confluence

Job description

About Us

We’re the world’s leading provider of secure financial messaging services, headquartered in Belgium. We are the way the world moves value – across borders, through cities and overseas. No other organisation can address the scale, precision, pace and trust that this demands, and we’re proud to support the global economy.

We’re unique too. We were established to find a better way for the global financial community to move value – a reliable, safe and secure approach that the community can trust, completely. We’re always striving to be better and are constantly evolving in an ever-changing landscape, without undermining that trust. Five decades on, our vibrant community reflects the complexity and diversity of the financial ecosystem. We innovate diligently, test exhaustively, then implement fast. In a connected and exciting era, our mission has never been more relevant. Swift now has a presence in 200+ countries and legal territories to serve a community of more than 12,000 banks and financial institutions.

1. Key Responsibilities/What to Expect

• Service Offering Enablement: Own the operational enablement of global services offerings end‑to‑end, ensuring services are structured, priced, risk‑assessed, approved, and available through e‑ordering and quotation tools.
• Operational Infrastructure & Tooling: Oversee the services operational backbone (e.g., Conga Configure, Price, Quote (CPQ), Contract Lifecycle Management (CLM), e‑order forms, proposal libraries, Confluence), ensuring tools, templates, and processes are efficient, compliant, and easy to use.
• Portfolio, Marketing & Communications: Maintain and optimize the services portfolio and related content, including Confluence offering pages and proposal templates. Coordinate internal communications and marketing enablement to drive visibility and adoption of services.
• Training Operations Coordination: Lead and coordinate end‑to‑end training operations across virtual, onsite, and private formats, ensuring training offerings are published, scheduled, governed, and delivered effectively.
• Data Operations: Own or coordinate services by ensuring reliable reporting and insights, strong master‑data governance, and well‑designed templates that support accurate decision‑making and operational scalability.
• Cross ‑ Functional Coordination: Act as a central point of coordination across Business Development, Services Engineering, Delivery, Product, Finance, Legal, Procurement, Marketing, and Customer Engagement teams to ensure seamless service execution.
• Continuous Improvement & Sustainability: Drive simplification, standardization, and cross‑coverage across services operations to improve scalability and resiliency.

2. What You Need to Be Successful:

• Education: Bachelor’s degree in Business, Operations, Finance, Data or related field.
• Experience:
  • +5 years in service operations, process management, or Professional Services roles.
  • Proven experience managing complex operational processes and tools.
• Skills:
  • Strong organizational and coordination skills with ability to manage multiple priorities.
  • Deep understanding of service pricing models, risk frameworks, and operational governance.
  • Proficiency with Salesforce, CPQ, CLM, Confluence, Cvent, and Excel/Power BI (or equivalent) for reporting and insights.
  • Excellent communication and stakeholder management skills.
  • Ability to identify process gaps and implement improvements.

3 Success Metrics

• Accurate and timely availability and communication of service offerings, reporting/insights support.
• Improved efficiency and accuracy of processes and tools.
• Positive feedback from stakeholders on coordination and support.
• Compliance with pricing and risk models across all service offerings.

What we offer

We put you in control of career

We give you a competitive package

We help you perform at your best

We help you make a difference

We give you the freedom to be yourself

We give you the freedom to be yourself. We are creating an environment of unique individuals – like you – with different perspectives on the financial industry and the world. A diverse and inclusive environment in which everyone’s voice counts and where you can reach your full potential.

If you believe you require a reasonable accommodation to participate in the job application or interview process, please contact us to request accommodation.

Don’t meet every single requirement? At Swift, we are dedicated to building a workplace where people can bring their full selves and ideas to the team, so if you are excited about this role, we encourage you to apply even if you do not meet every single qualification.