The Operations Manager is responsible for leading and managing the overall Merchant Operations and 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.
Responsibilities
Key Responsibilities:
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Merchant Operations Management: Lead and oversee daily Merchant Operations activities across:
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Onboarding, Fulfillment, POS Operations, Project Support
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Ensure operational processes are executed accurately and within SLA timelines.
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Monitor merchant onboarding progress, deployment readiness, and issue resolution.
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Ensure smooth coordination between Sales, Support, Finance, Product, and technical teams when necessary.
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Drive operational consistency between KL and JB operations teams.
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Work closely with Sales Admin functions to ensure proper processing and documentation of sales-related activities.
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Identify process gaps, operational risks, and bottlenecks and improve SOPs.
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Track and analyze operations OKRs, merchant onboarding turnaround time, fulfillment timelines, deployment completion, productivity metrics, SLA performance.
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Prepare operational reports and business updates for Country Manager.
Requirements
Key Requirements
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Bachelor’s Degree in Business Administration, Operations Management, or related field.
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Minimum 5–8 years of experience in Operations, Sales Operations, Merchant Operations, or related functions.
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Minimum 3 years in a managerial or team leadership role.
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Strong people management and stakeholder management skills.
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Experience managing sales administration and operational workflows.
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Strong analytical, reporting, and problem-solving capabilities.
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Ability to manage multiple operational functions in a fast-paced environment.
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Proficient in Microsoft Office, Google Workspace, and operational systems/CRM tools.