Role Overview

As the Head of Operations, you will be responsible for leading the development, execution, and scaling of our microfinancing platform. In this role, you will drive the product strategy and oversee the day-to-day operations of the platform. You will also work closely with cross-functional teams, including technology, marketing, legal, and customer service, to ensure that we meet our financial inclusion goals, stay compliant with regulations, and deliver an exceptional user experience.

Key Responsibilities

Product Management & Development

Lead the product development lifecycle, from ideation through to execution, for the microfinance products offered on the platform (e.g., microloans, payments, or financial services).

Collaborate with the tech team to ensure a user-friendly, secure, and scalable platform experience.

Work closely with the data team to develop and implement effective credit scoring models and other decision-making tools.

Define product roadmaps, prioritize features based on customer feedback, business needs, and market trends.

Test and iterate on new product features to improve customer acquisition, retention, and overall engagement.

Operations Leadership

Manage day-to-day operations for the platform, ensuring efficient processes for loan origination, disbursement, collection, and loan recovery.

Develop and implement operational strategies that enhance platform scalability and sustainability.

Lead efforts to streamline and automate manual processes, improving efficiency and reducing errors.

Oversee customer service operations to ensure timely issue resolution and customer satisfaction.

Collaborate with finance and legal teams to manage risk assessment, AML/KYC compliance, and credit risk management.

Team Leadership & Collaboration

Manage, mentor, and grow a cross-functional team including product managers, operations staff, and customer service personnel.

Coordinate with marketing, sales, and tech teams to ensure the smooth execution of product launches and campaigns.

Foster a culture of innovation, agility, and collaboration across teams.

Compliance & Risk Management

Ensure that the platform is in full compliance with local financial regulations (e.g., P2P lending laws, KYC/AML) and data privacy regulations.

Work with the legal team to review and update platform contracts, terms of service, and other legal documents as required.

Develop and implement risk management frameworks for loan defaults, fraud prevention, and other operational risks.

Strategic & Business Growth

Collaborate with the executive team to set the strategic vision for the platform and align business objectives with product and operational goals.

Monitor key performance indicators (KPIs) to assess the performance of the platform and make data-driven decisions.

Assist in fundraising efforts by providing operational insights and helping to communicate the company's growth potential to investors.

Key Qualifications

Bachelor’s degree in Business, Finance, Economics, or a related field (Master’s preferred).

5+ years of experience in fintech, product management, or financial services, with at least 2-3 years in a leadership role.

Proven experience in microfinancing or related financial products (e.g., P2P lending, digital payments, or digital banking).

Strong understanding of financial regulations in Malaysia, including KYC/AML compliance and lending regulations.

Experience in managing cross-functional teams (tech, marketing, finance, legal, and customer service).

Strong analytical skills, with the ability to use data to drive decisions and improve processes.

Excellent communication skills and the ability to engage with internal and external stakeholders effectively.

Desired Skills

Experience with loan origination systems and digital credit scoring models.

Familiarity with data analytics platforms (e.g., SQL, Power BI, Tableau) and credit risk management tools.

Background in fundraising or investor relations in the fintech space.

Strong understanding of growth marketing strategies for fintech or financial products.