Operations Manager
Reports To: Country Manager
Department: Merchant Operations / Sales Operations
Location: Malaysia (KL & JB oversight)
Role Summary
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.
Key Responsibilities:
- Merchant Operations Management: Lead and oversee daily Merchant Operations activities across:
- Onboarding, Fulfillment, POS Operations, Project Support
- Ensure operational processes are executed accurately and within SLA timelines.
- Monitor merchant onboarding 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 Admin functions to ensure proper processing and documentation of sales-related activities.
- Identify process gaps, operational risks, and bottlenecks and improve SOPs.
- Track and analyze operations OKRs, merchant onboarding turnaround time, fulfillment timelines, deployment completion, productivity metrics, SLA performance.
- Prepare operational reports and business updates for Country Manager.
Requirements
Key Requirements
- Bachelor’s Degree in Business Administration, Operations Management, or related field.
- Minimum 5–8 years of experience in Operations, Sales Operations, Merchant Operations, or related functions.
- Minimum 3 years in a managerial or team leadership role.
- Strong people management and stakeholder management skills.
- 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.
- Proficient in Microsoft Office, Google Workspace, and operational systems/CRM tools.
Skills Required
- Bachelor's Degree in Business Administration, Operations Management, or related field
- Minimum 5-8 years of experience in Operations, Sales Operations, Merchant Operations, or related functions
- Minimum 3 years in a managerial or team leadership role
- Strong people management and stakeholder management skills
- 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
- Proficient in Microsoft Office, Google Workspace, and operational systems/CRM tools
What We Do
EPOS, founded in 2009, is a leading Point-Of-Sales (POS) system vendor. We aim to provide SMEs powerful yet cost-effective digital solutions. Our systems are used in over 60 different industries, including major Singapore government agencies and MNCs. We have an active and strong team capable of flexible customisation requirements and handling of major projects (e.g. major clients will have 50-60 outlets, with more than 100 POS terminals). Our clients include LTA, KKHospital, Popular Bookstore, UMart, Bounce Inc. We are a team that is truly passionate about helping businesses succeed. We want to see our customers thrive, and to expand and grow their business as ours.
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