Monroe Consulting Group, an Executive Recruitment firm, is partnering with an organisation in the Information Technology industry to hire an Operations Manager. This opportunity is based in Kuala Lumpur, Malaysia.
Position Overview
The Operations Manager is responsible for leading and managing overall Merchant Operations while ensuring effective cross-functional collaboration to support business objectives and operational performance. This role plays a critical part in driving operational efficiency, service delivery excellence, process improvements, and successful execution of merchant on boarding and deployment activities.
Key Responsibilities
- Lead and oversee daily Merchant Operations activities across:
- On boarding
- Fulfilment
- POS Operations
- Project Support
- Ensure operational processes are executed accurately and within SLA timelines.
- Monitor merchant on boarding progress, deployment readiness, and issue resolution.
- Ensure smooth coordination between Sales, Support, Finance, Product, and technical teams when necessary.
- Drive operational consistency between KL and JB operations teams.
- Work closely with Sales Administration functions to ensure proper processing and documentation of sales-related activities.
- Identify process gaps, operational risks, and bottlenecks and improve SOPs.
- Track and analyse operational OKRs, merchant on boarding turnaround time, fulfilment timelines, deployment completion, productivity metrics, and SLA performance.
- Prepare operational reports and business updates for the Country Manager.
- Collaborate closely with internal departments including Sales, Customer Support, Finance, Product, and Technical/Deployment teams, as well as external vendors and business partners to ensure smooth operational execution and alignment with business objectives.
- Support cross-functional coordination, project implementation timelines, issue resolution, and operational improvement initiatives while proactively escalating critical operational matters and driving corrective action plans when necessary.
Key Requirements
Qualifications & Experience
- Bachelor's Degree in Business Administration, Operations Management, or a related field.
- Minimum 5-8 years of experience in Operations, Sales Operations, Merchant Operations, or related functions.
- Minimum 3 years of experience in a managerial or team leadership role.
Technical / Functional Expertise
- Experience managing Merchant Operations, Sales Operations, or related operational functions.
- Experience managing sales administration and operational workflows.
- Strong analytical, reporting, and problem-solving capabilities.
- Ability to manage multiple operational functions in a fast-paced environment.
- Experience monitoring and managing operational KPIs/OKRs, SLA performance, on boarding turnaround times, fulfilment timelines, deployment activities, and productivity metrics.
- Proficient in Microsoft Office, Google Workspace, and operational systems/CRM tools.
Soft Skills & Leadership Competencies
- Strong people management and stakeholder management skills.
- Ability to collaborate effectively with cross-functional teams and external business partners.
- Strong organisational and coordination skills with the ability to manage multiple priorities.
- Proactive approach to issue resolution, escalation management, and continuous improvement initiatives.
- Strong communication and relationship-building abilities across operational and commercial functions.
