Head of Operation

About The Team

The Head of Operations is responsible for overseeing and optimizing the end-to-end operational functions across multiple departments, including Customer Service, Debt Collections, Operations Excellence, Business Intelligence (Ops), Workforce Management, KYC/Name Screening, AML, Merchant Onboarding, Merchant Fraud, User Fraud, and Payments. This role ensures seamless execution of operational strategies, drives process improvements, and enhances overall efficiency, compliance, and risk management. The ideal candidate is a strategic leader with strong analytical, execution, and stakeholder management skills, capable of balancing operational excellence with risk mitigation while fostering a high-performing team culture.

Job Description

Strategic Leadership & Operational Excellence

1. Develop and execute strategies to optimize workflows, enhance productivity, and improve service levels across Customer Service, Debt Collections, Ops Excellence, BI (Ops), WFM, KYC/NS, AML, Merchant Onboarding, Merchant Fraud, User Fraud, and Payments.
2. Ensure all operational workflows are optimized for efficiency, scalability, and cost-effectiveness while maintaining regulatory compliance.
3. Oversee headcount planning and operational budgeting forecasts to ensure resource allocation aligns with business objectives and cost control measures.

Governance, Compliance & Risk Management

1. Review all Standard Operating Procedures (SOPs) designed by Head of Divisions to ensure alignment with regulatory requirements, operational efficiency, and optimum risk levels for the business.
2. Ensure KYC, Name Screening (NS), and AML processes comply with local and international regulatory standards.
3. Oversee transaction monitoring and fraud detection mechanisms to mitigate financial crimes and security risks.
4. Implement a risk-based approach to fraud management, ensuring a balance between risk control and business growth.

Business Enablement & Growth Support

1. Collaborate closely with Business teams to provide operational support that facilitates business expansion and revenue growth.
2. Develop and implement operational strategies that align with business objectives while maintaining service quality and risk mitigation.
3. Work cross-functionally with Product, Risk, Finance, and other key stakeholders to support new initiatives, process enhancements, and customer experience improvements.

Customer Service & Experience

1. Ensure seamless and efficient customer service operations with a focus on first-contact resolution, CSAT, and operational efficiency.
2. Implement data-driven solutions to enhance response times, issue resolution, and overall customer satisfaction.

Collections & Revenue Recovery

1. Oversee debt collections processes, ensuring compliance with regulations while maximizing recovery rates.
2. Develop risk-based collection strategies and optimize engagement models to balance customer experience with financial performance.

Business Intelligence & Workforce Management

1. Oversee BI (Ops) and Workforce Management (WFM) to ensure data accuracy, resource optimization, and operational transparency.
2. Utilize analytics to drive decision-making, forecast workload demands, and ensure optimal staffing levels.

Merchant & Payment Operations

1. Ensure seamless onboarding and risk assessment for new merchants while maintaining compliance with policies.
2. Optimize fraud detection models for both merchant and user transactions to minimize losses and prevent abuse.
3. Work closely with Payments teams to ensure smooth transaction processing, reconciliation, and dispute resolution.

Stakeholder & Cross-functional Collaboration

1. Act as the key liaison between operations, risk, compliance, finance, and product teams to align goals and strategies.
2. Represent the Operations department in executive meetings, providing insights and recommendations for continuous improvement.

People Leadership & Development

1. Lead and mentor a multi-functional team, fostering a high-performance culture.
2. Develop leadership capabilities within the team, ensuring succession planning and continuous professional growth.

Requirements

1. 10+ years of experience in operations management, preferably in e-commerce, fintech, or financial services.
2. Strong background in customer service, collections, risk management, and compliance (KYC, AML, fraud prevention).
3. Proven ability to lead diverse teams, drive automation, and implement process improvements.
4. Data-driven mindset with expertise in BI tools, workforce management, and operational analytics.
5. Excellent stakeholder management skills, capable of influencing cross-functional teams and senior leadership.
6. Strong understanding of regulatory requirements, financial crime risks, and digital payment ecosystems.
7. Experience with AI/automation tools, credit products, and fintech risk models.
8. Familiarity with regulatory frameworks (BNM, CCOB, KPKT guidelines, etc.).
9. Ability to manage crisis situations and implement effective risk mitigation strategies.