Operations Executive / Senior Operations Executive (Fintech)

Location: Hybrid in Petaling Jaya, Selangor, Malaysia

Company

hirify.global is a multi-currency payment platform serving consumers and businesses across Asia Pacific through its hirify.global and YouBiz products.

What you will do

• Analyse customer behaviour and 24/7 customer service performance using ticket, call, CSAT, contact-driver and FX-related data.
• Build and maintain daily, weekly and monthly KPI, SLA, quality and customer satisfaction reports and dashboards.
• Own the quality assurance programme, evaluation frameworks, scoring methodologies and calibration sessions across calls and email tickets.
• Maintain knowledge bases, SOPs, templates and operational guidelines; design onboarding, refresher and product-specific training.
• Monitor workforce planning, staffing coverage, intraday performance, shrinkage and absenteeism to maintain SLA commitments.
• Support operational projects, complex escalations, disputes, chargebacks, vendor reviews, contract management, invoice verification and billing resolution; deputise for the Customer Service Manager when required.

Requirements

• 4–7 years of experience in customer service, contact centre operations or customer experience, preferably in financial services, fintech or payments.
• Experience with operational data analysis, reporting and performance management, translating data into actionable business insights.
• Hands-on experience designing, implementing or managing QA programmes, conducting calibration sessions and driving continuous improvement.
• Experience developing and delivering onboarding, refresher and product or process training for frontline teams.
• Strong understanding of contact centre operations, including SLA management, quality metrics, customer satisfaction, workforce planning and frontline performance management.
• Strong analytical and problem-solving skills, exceptional attention to detail and commitment to data accuracy.
• Proficiency in spreadsheets and business intelligence or dashboarding tools, with the ability to create meaningful reports and performance analyses.
• Comfort working with ticketing platforms, knowledge management systems and workplace collaboration tools.
• Ability to identify trends, investigate root causes, test hypotheses and develop data-backed recommendations; strong written and verbal communication and data storytelling skills.

Nice to have

• Familiarity with COPC standards or comparable contact centre quality and operational excellence frameworks.

Culture & Benefits

• Entrepreneurial, diverse and inclusive culture within a fast-growing regional fintech team.
• Participation in 24/7 on-call and weekend escalation rotations is required.
• Collaboration with Product, Finance, Legal, Compliance and other business functions.