Assistant Manager, Merchant Core Operations - Onboarding (AI)

Location: Petaling Jaya, Malaysia; based at 1 First Avenue, Bandar Utama

Company

hirify.global is a Southeast Asian superapp connecting users with food delivery, groceries, mobility, and financial services.

What you will do

• Lead the end-to-end merchant onboarding funnel from application submission through successful activation.
• Manage SLA, productivity, activation, and quality performance while minimizing errors and rework.
• Partner with Product and the Centre of Excellence to improve workflows, reduce manual effort, and implement automation such as OCR-enabled applications.
• Collaborate with Commercial, Legal, Compliance, Technology, Product, and COE stakeholders to resolve issues and manage escalations.
• Set objectives, manage performance, coach team members, plan capacity, and build a culture of accountability and continuous improvement.

Requirements

• At least 5 years of experience in merchant operations, onboarding, sales operations, or process improvement.
• Experience managing SLA, quality, productivity, and activation targets.
• Ability to design scalable processes, improve operational efficiency, and implement automation.
• Experience using Salesforce, data, and AI-enabled tools to support decision-making.
• Strong stakeholder management, communication, collaboration, and problem-solving skills.
• Proven experience managing and developing an operations team, including coaching, delegation, performance management, feedback, and capacity planning.

Culture & Benefits

• Term life insurance and comprehensive medical insurance.
• Flexible benefits through hirify.globalFlex.
• Parental, birthday, and volunteering leave.
• Confidential employee assistance programme.
• FlexWork arrangements with differentiated working hours.
• Inclusive and equitable workplace with equal opportunity for employees.