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Regional Manager - Customer Operations (Fintech | APAC )

Kuala Lumpur Permanent MYR96,000 - MYR120,000 per year Work from Home or Hybrid View Job Description
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.
  • Hybrid | 4 Days Office + 1 Days Work From Home
  • Global Fintech | Hands-on Expertise & People Management

About Our Client

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.

Job 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



The Successful Applicant

A successful Regional Manager - Customer Operations (APAC) 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

What's on Offer

  • Competitive salary package
  • Annual Performance-based bonus
  • Hybrid working arrangement
  • Medical allowance
  • Group Personal Accident coverage
  • 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
Contact
Kai Jiunn Liong
Quote job ref
JN-102026-7129440
Phone number
+603 2302 4071

Job summary

Function
Banking & Financial Services
Specialisation
Back Office - Operations
What is your area of specialisation?
Financial Services
Location
Kuala Lumpur
Contract Type
Permanent
Consultant name
Kai Jiunn Liong
Consultant contact
+603 2302 4071
Job Reference
JN-102026-7129440
Work from Home
Work from Home or Hybrid

Diversity & Inclusion at Michael Page

We don't just accept difference - we celebrate it. We encourage applicants from all backgrounds to apply for this role and are committed to building inclusive, diverse workplaces where everyone can thrive. If you require any support or reasonable adjustments during the recruitment process, please let us know.