Operations Lead

2 weeks ago

Kuala Lumpur, Malaysia EPOS Full time

**About EPOS**:
Backed by Ant International, EPOS is a leading Point-of-Sale (POS) and digital payment solutions provider empowering businesses to digitalize their operations. Our solutions include POS systems, Soundbox devices, and Payment Terminals, helping SMEs in F&B and Retail streamline operations and accelerate growth.

As part of our expansion in Malaysia, we are looking for an **Operations Lead** to oversee our merchant onboarding, device deployment, and operational support processes. This role is critical in driving service excellence, ensuring smooth operations, and scaling our business effectively.

The Operations Lead will manage a team of Operations Executives and Technicians, overseeing end-to-end merchant deployment and support. This is a hands-on leadership role that requires strong operational oversight, process improvement capabilities, and stakeholder management to ensure EPOS delivers reliable, timely, and high-quality solutions to merchants.

**Key Responsibilities**:
**1. Operations & Deployment Leadership**:

- Lead and manage the operations team to ensure efficient merchant onboarding, POS configuration, and on-site installations.
- Oversee scheduling, resource planning, and deployment timelines to meet business and merchant needs.
- Ensure close collaboration with Sales and Technical teams for smooth handovers and a positive customer experience.

**2. Service Excellence & Escalation Management**:

- Act as the primary escalation point for complex operational and customer issues.
- Develop and enforce SOPs to improve consistency, reduce errors, and shorten resolution times.
- Monitor and drive customer satisfaction scores, ensuring a high standard of post-sales support.

**3. Process Optimization & Reporting**:

- Track, analyze, and report on deployment performance, issue resolution, and team KPIs on a weekly/monthly basis.
- Identify gaps in workflows, propose solutions, and implement process improvements for higher efficiency and cost-effectiveness.
- Support management in scaling operational models as the business expands to new regions.

**4. Team Management & Development**:

- Mentor, train, and develop team members to build operational excellence and technical capabilities.
- Drive a performance-driven culture with accountability and continuous improvement.
- Ensure team readiness for handling new product deployments and market expansion.

**Requirements**:

- Diploma/Degree in Business, Operations, IT, or related fields.
- 4-5 years of relevant experience in operations, deployment, or customer support, with at least 1 year in a supervisory/lead role.
- Strong understanding of POS systems, payment terminals, or IT hardware deployment is a strong plus.
- Proven leadership, problem-solving, and stakeholder management skills.
- Excellent organizational and communication skills.
- Hands-on, detail-oriented, and thrives in a fast-paced, growth-driven environment.

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