Tau By Taylor's Hiring! Full Time Operations Manager in Federal Territory - Ricebowl

Tau is a member of the Taylor's Education Group, one of Southeast Asia's largest and most established education groups. We equip Southeast Asian organisations with the leadership and technology skills and talent to succeed. Our learning and talent solutions are tailored, experiential, and designed for real world impact. We are backed by the scale, credibility, and shared infrastructure of a group, and we operate with the pace and experimental instinct of a young business.

We are hiring for a role in our operations team. 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 instructors 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, instructor 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.

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 intersect with 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: accuracy, completeness, and timeliness, from submission through to disbursement
• Build and maintain delivery reporting that gives leadership a clear, timely view of what's running, what's at risk, and what's 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 stakeholder relationships across clients, instructors 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 instructor bench

• Lead instructor recruitment: sourcing, vetting and onboarding facilitators against Tau's quality bar
• Own instructor performance management: feedback loops, quality scoring, and course-correction where standards slip
• Design and run instructor development initiatives that grow capability and deepen the bench over time
• Maintain the instructor 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
• Actively evaluate and deploy agentic AI tools to automate operational and administrative work, and lead adoption of these tools 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 thinking quality 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

• 4–7 years' experience in operations, programme/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 / 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, facilitators or instructors
• 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

COMPETENCIES (KNOWLEDGE, SKILLS & ABILITIES) 

Knowledge

• Programme and training delivery operations, and the compliance requirements around them (including HRD Corp claimable training)
• Vendor and client registration and onboarding processes, and what good documentation standards look like
• 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, instructors 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 fluency, or fast-growing fluency, with agentic AI tools, and the judgement to know where they add real leverage versus where they don't

Attributes and disposition

• Ownership instinct - you close the loop rather than hand it back
• Comfortable holding many moving parts (accounts, instructors, claims, processes) at once without dropping any of them
• Bias to fix and document, not just flag and forget
• Calm under the operational pressure of a live delivery
• Curious about new tools, especially AI, and quick to test rather than dismiss

WHO THIS ROLE IS SUITABLE FOR

• Someone who likes structure, yet needs the agency and space to experiment and be creative within it
• Someone looking for regional exposure, working across markets and cultures beyond Malaysia
• Someone who genuinely values quality education and what it does for people and organisations
• Someone who enjoys talking to people — clients, instructors, colleagues — and can be a thought partner to them, not just a coordinator

REPORTING & STRUCTURE

Reports to the Head of Operations, Tau