Full Time Operations Manager Jobs, in Moneywave Federal Territory - Maukerja

Role Summary

The Operations Manager runs Moneywave's outlet network day to day and protects the brand at every counter. The role keeps branches staffed, equipped, compliant and consistent with the Moneywave standard, and it owns the quality evidence that HQ and BNM rely on. The role reports to the Head of Operations and works closely with Finance, Treasury, Compliance and Marketing.

About Moneywave

Moneywave Sdn Bhd is a BNM-licensed Class A money services business in Malaysia. It runs the WaveTransfer B2B2C cross-border remittance platform, and it serves walk-in customers through outlets in Port Klang and Johor, with Wisma MCA and the Merdeka 118 outlet in the pipeline.

The network target is 12 profitable outlets by Q*************: 5 non-mall and 7 mall. Each outlet must keep at least 10% of its gross profit after its own costs, and open on time and within budget.

Key Responsibilities:

Branch Operations

• Keep every outlet open, staffed and equipped. Track daily attendance and equipment uptime (O4).
• Make sure board rates match the system and the receipt at every outlet, every day (O3).
• Enforce the cash rules: float levels, same-day cash reconciliation, spare cash in the safe, and no outlet expenses paid from individual cash.
• Own the outlet opening checklist and the handover from Finance and Treasury for each new outlet.
• Run a monthly review with every outlet manager, using the scorecard and the P&L from Finance.

Branch Integrity

• Make sure every outlet looks, sounds and behaves to the Moneywave standard: signage and lighting, premises presentation, uniforms and name tags, and the customer greeting.
• Keep each outlet's design and fit-out to the approved brand standard. Review new designs with Marketing before sign-off, including the Merdeka 118 design.
• Check that the licence, complaint procedure and required BNM notices are on display at all times.
• Maintain the brand standards pack for outlets: signage specs,layout rules, and the customer-experience script.

Customer experience

• Set wait-time and service standards. Measure them through the HQ audit and mystery shopping.
• Make sure complaints are handled at the counter and logged, and that repeat issues reach HQ within a day.
• Run the returning-customer rate process and check it is applied consistently.

Compliance readiness at the counter

• Work with Compliance so that ID forms, the AML register and customer documents are complete and in date at every outlet.
• Keep the completed outlet scorecard on file at each outlet as the evidence pack for BNM and internal audit.
• Confirm that staff are trained on AML/KYC, systems and current rates, and that training records are current.

Network expansion

• Run the launch playbook for each new outlet, from site approval and fit-out to the first trading day.
• Keep each launch within the per-outlet expansion budget of RM380,000, and report any variance to Finance before it is committed.
• Track outlet gross profit against the target for each outlet type, and report each outlet separately so that a weak outlet cannot hide in the average.

Team leadership

• Recruit, onboard and develop outlet managers and branch staff.
• Run the quarterly Operations pulse survey with HR and act on the results (O8).
• Make sure every branch staff member is signed off on Omni, board rates and the CRM (O7).

Systems and process

• Own the operating SOPs for branches, and keep them current after any process or system change.
• Work with Product & Tech on defects that affect outlets, and log them with a clear owner and date.

Requirements:

• Diploma or degree in a related field
• 3-5 years in retail or multi-outlet operations; MSB or financial services experience is a plus
• Familiar with local authority licensing and premises setup
• Strong organisation skills and comfortable training staff
• Fluent in Bahasa Malaysia and English
• Willing to travel and work weekends when required