Full Time Operations Manager Jobs, in Taylor's Education Group Federal Territory - Maukerja

JOB PURPOSE

Tau is a behaviour change business within Taylor's Education Group, working with leading enterprises across Southeast Asia. Most corporate learning is built to be delivered. Ours is built to increase the odds that people actually change how they work.

Every journey starts with a sparking experience that makes people want to work differently: inside organisations that excel at it, reflecting with coaches, or practising in realistic simulations. Then come months of practice in their real work, through the Tau app, until the new way holds.

We carry the backing of Taylor's, one of Southeast Asia's most established education groups: in education since 1969, with around 35,000 learners in institutions in 4 countries, including Taylor's University, ranked in the top 1% of universities globally (QS World University Rankings).

The operations team is the engine room of Tau: it keeps the business running day to day, gets programmes delivered to clients, keeps our key accounts and facilitators well managed, and keeps improving how we work as we grow.

Tau is at an experimental stage. We are testing propositions, pricing, channels and delivery models, and we are growing quickly enough that instinct alone will stop being sufficient. As we scale, the processes that quietly keep a business running (vendor and client registration, delivery reporting, claims, facilitator management) cannot be allowed to become the bottleneck.

This role owns that engine room. You make sure Tau's operational backbone works reliably today, and you build the processes and, increasingly, the agentic AI-enabled systems that let it keep working as we grow. This is a hands-on builder's role: you will design processes that do not yet exist in the form we need, and improve the ones that do.

Best suited to someone who likes structure but wants room to experiment within it, enjoys being a thought partner to clients, facilitators and colleagues rather than just a coordinator, and values what good education does for people and organisations.

RESPONSIBILITIES

1. Keep the business running: process and compliance

• Own client and vendor registration end to end: onboarding, documentation, renewals and record-keeping.
• Build, document and maintain the standard operating procedures that keep Tau compliant and audit-ready.
• Act as the point of escalation for operational blockers across the business, and resolve them without waiting to be chased.
• Coordinate with Group shared services (finance, legal, procurement) where Tau's operational processes meet Group requirements.

2. Own end-to-end delivery

• Oversee delivery of programmes from confirmation through to completion, including logistics, materials, reporting and closeout.
• Own the HRD Corp claims process, from submission through to disbursement, for accuracy, completeness and timeliness.
• Build and maintain delivery reporting that gives leadership a clear, timely view of what is running, what is at risk and what is done.
• Troubleshoot delivery issues in real time, and put in place fixes that prevent recurrence, not just workarounds.

3. Manage key accounts and stakeholders

• Own the relationship for Tau's key corporate accounts, acting as the day-to-day point of contact for delivery and service matters.
• Manage relationships across clients, facilitators and Group departments, with judgement on when to resolve directly and when to escalate.
• Represent the voice of the client internally, feeding delivery and service issues back into programme design and continuous improvement.

4. Recruit and grow the facilitator Bench

• Lead facilitator recruitment: sourcing, vetting and onboarding facilitators against Tau's quality bar.
• Own facilitator performance management: feedback loops, quality scoring and course-correction where standards slip.
• Design and run facilitator development initiatives that grow capability and deepen the bench over time.
• Maintain the facilitator pool at the size and quality needed to support a growing delivery pipeline.

5. Drive improvement, including with agentic AI

• Identify friction and inefficiency across operational processes, and design fixes proportionate to Tau's size and stage, not imported wholesale from a larger organisation.
• Build and document the processes that let operations scale without headcount scaling in lockstep.
• Evaluate and deploy agentic AI tools to automate operational and administrative work, and lead their adoption across the team.
• Champion a culture of fixing problems and documenting the fix, not just flagging them upwards.

PROFESSIONAL QUALIFICATION/EXPERIENCE

We are more interested in trajectory and quality of thinking than in years served. If you meet the bar below and are hungry for scope well beyond your current title, we want to hear from you.

Required

• 4 to 7 years' experience in operations, programme or project delivery, or client services, ideally in B2B services, education or corporate training.
• A track record of owning end-to-end processes and taking them from ad hoc to documented and reliable.
• Experience managing client or stakeholder relationships directly, including under delivery pressure.
• Working knowledge of HRD Corp and e-TRiS claims processes and claimable training compliance in Malaysia, or a demonstrated ability to pick up regulatory and compliance processes quickly.

Valued, not required

• Experience in corporate learning, L&D, or the training and education industry.
• Experience recruiting or managing a pool of freelance trainers or facilitators.
• Practical exposure to AI tools or automation in an operational context.
• Experience working within a larger group or parent structure, and the diplomacy that requires.

Explicitly not required

• Prior experience carrying a Manager title.
• Deep technical HRD Corp or e-TRiS system administration expertise: you will own the process and build capability, not necessarily start as the in-house expert.

COMPETENCIES (KNOWLEDGE, SKILLS & ABILITIES)

Knowledge

• Programme and training delivery operations, and the compliance requirements around them, including HRD Corp claimable training.
• What good-enough process design looks like for a small, fast-moving team.

Skills

• Process design and documentation: able to turn ad hoc practice into a repeatable, scalable system.
• Relationship management across clients, facilitators and internal stakeholders, with judgement on tone and escalation.
• Structured problem-solving under time pressure: able to unblock delivery issues without waiting for perfect information.
• Practical, or fast-growing, fluency with agentic AI tools, and the judgement to know where they add real leverage and where they do not.

Attributes and disposition

• Ownership: you close the loop rather than hand it back, and you fix and document rather than flag and forget.
• Holds many moving parts (accounts, facilitators, claims, processes) at once without dropping any, and stays calm under the pressure of live delivery.

REPORTING & STRUCTURE

• Reports to: Head of Operations, Tau
• Direct reports: none at the start
• Works most closely with: the Head of Operations, Commercial and Learning teams, Group shared services, clients and facilitators
• Working pattern: Hybrid, combining working from home and in the office in Kuala Lumpur. Some regional travel may be required, especially for client-facing roles.

SUCCESS MEASURES

Success measures in the first year, as a starting point we will refine together:

• Client and vendor registration processes are documented, owned, and running without recurring fire drills.
• HRD Corp claims are submitted accurately and on time, with minimal rejections or resubmissions.
• Delivery reporting exists and is trusted by leadership as the single source of truth on programme status.
• Key accounts report high satisfaction with responsiveness and delivery quality.
• The facilitator Bench has grown in size and quality, with a visible performance and development system in place.
• A meaningful number of operational processes have been automated or materially accelerated using agentic AI tools.

HOW WE HIRE

Our process takes about eight weeks, and we keep you informed at every step.

• Round 1: a 45-minute video conversation with the hiring manager, then a short task that resembles the work. You are welcome to use AI tools; we will ask how you used them.
• Round 2: three separate conversations in person on one day, including a discussion of your task.
• What we look for: beyond the experience above, we will look most closely at how you take a process from ad hoc to reliable, how you handle clients and facilitators under delivery pressure, and how you use AI to take manual work out.
• We will tell you the outcome, whichever way it goes.

WHY JOIN TAU

• Meaning. Most corporate learning ends when the session does. Ours keeps going until people work differently. You will help design and deliver the moment someone decides to change, and the months of practice that make the change last.
• Entrepreneurship. We are early, and most of what you will work on does not exist yet: the methods, the products, even how we run. You will test ideas quickly, learn from experts, use AI as a working tool, and change course when the evidence says so.
• Reach. Work with clients and colleagues across Southeast Asia, with the backing and reach of Taylor's Education Group. Many roles bring the chance to travel, to our clients and to where we bring them to learn.
• Growth. Work alongside exceptional people as part of a founding team and shape your own role as Tau grows. Take part in learning journeys inside and outside Tau. Access education benefits for you and your family at Taylor's institutions.
• Flexibility. Hybrid working, from home and in the office, and flexible employee benefits through Taylor's Education Group.

We hire pioneers, not followers. Much of what we do has no playbook yet. If you would rather write one than follow one, we would like to hear from you!