Head of Operations

Job description

ABOUT BJAK We build superior application platforms globally with the mission of creating successful businesses while contributing positively to society by making it more efficient. We developed the first and leading insurance platform in Southeast Asia to digitize the insurance industry. The platform currently serves over 8 million users across the region. We are continuing our mission by building new, superior applications in emerging use cases as applications become increasingly integrated with AI. Our team is densely talented, highly motivated, and focused on engineering and product excellence within a very flat organization. All members are expected to be hands-on and to contribute directly to the company’s mission. WHY THIS ROLE MATTERS - You’ll shape and lead operations at one of Southeast Asia’s fastest-growing fintech platforms - Your work will directly impact customer satisfaction, company profitability, and execution velocity - You’ll own strategy, execution, and people leadership across cross-functional teams - You’ll build and streamline systems that support scale across multiple geographies WHAT YOU’LL DO - Drive Operational Strategy - Define and execute operational strategies that support growth and align with business objectives. - Run Daily Operations Smoothly- Oversee supply chain, logistics, admin ops, and customer service to ensure frictionless execution. - Lead Cross-Functional Teams - Hire, lead, and mentor a high-performing operations and admin team with a culture of ownership and accountability. - Own Process Improvement - Identify bottlenecks, automate where possible, and implement systems that reduce cost and increase speed. - Champion Customer Experience - Lead the customer service function to deliver outstanding support, stepping in hands-on during high-stakes cases. - Support Company Admin & Internal Ops - Oversee internal office management, document control, vendor relations, and team compliance with policies. - Work Flexibly and Lead By Example - Be ready to work during odd hours, on the go, and directly solve issues where needed. - Collaborate Across Departments - Work with product, HR, finance, and regional teams to ensure operational excellence across the board. YOU’LL THRIVE HERE IF YOU... - Think strategically but execute tactically - no task is too big or too small if it drives outcomes - Are internally driven - you operate on initiative, not instruction - Own problems end-to-end - you don’t just spot issues, you fix them at the root - Work fast, independently, and thrive without a playbook - Reject mediocrity - you build systems that scale and won’t settle for "good enough" - Stay composed under pressure - when others slow down, you lean in and push forward - Bring clarity and structure into chaos - you thrive in high-speed, ambiguous environments - Lead with decisiveness and humility - you listen, adapt, and focus on what moves the needle - Give and receive feedback with honesty, always aiming to improve - Take extreme ownership - you care deeply about the outcome and never pass the buck - Love building teams, processes, and momentum from the ground up REQUIREMENTS - Bachelor's degree in Business, Operations, Supply Chain, or a related field (MBA is a plus) - 7+ years of experience in senior operations roles, preferably in high-growth or tech companies - Proven ability to lead and scale operations across logistics, admin, customer experience, and more - Strong leadership, organisational, and problem-solving skills - Hands-on experience managing internal admin and cross-functional execution - Excellent communication and stakeholder management skills - Based in Malaysia or open to relocation NICE TO HAVE - Experience in startups or fast-scaling environments - Exposure to tech or fintech ecosystems - Experience building processes in multi-country operations - Knowledge of compliance or regulatory ops WHAT YOU’LL GET - Competitive salary and performance-based bonuses - Casual, flat-structured work culture with high ownership - Comprehensive medical, dental, and vision benefits - Fast learning curve and regional exposure - Real responsibility from day one - your impact is direct and visible - A team that values excellence, speed, and impact OUR TEAM & CULTURE - We move fast and expect a lot - but we also support each other fiercely. We value clarity, speed, and full ownership. Everyone on the team is a builder, and everyone rolls up their sleeves. Titles don’t matter - impact does. - We reward those who think like owners and act with urgency. If you’re a problem-solver who thrives on challenge and growth, you’ll fit right in.