Head of Operations APAC

Skills

About the Role

You will lead regional operations and manage analysts and incident leads across APAC. You will oversee payment processing, reconciliation, onboarding, support, and partner integrations; improve processes and service performance; manage operational capacity; and coordinate with compliance, product, engineering, banking partnerships, and relationship management.

Requirements

• Minimum 5 years of payments or fintech operations experience.
• Leadership experience.
• Understanding of cross-border payments, transaction flows, foreign exchange, digital wallets, and financial infrastructure.
• Experience in API-first environments.
• Experience in regulated environments and across multiple jurisdictions.
• Ability to scale operational teams and systems in high-growth fintech environments.
• Leadership, communication, and stakeholder management skills.
• Familiarity with process optimization and reporting tools.
• Experience in a scale-up environment.
• Right to work in the jurisdiction where you seek to work.

Responsibilities

• Lead the regional Operations team.
• Manage Analysts and Incident Leads in the region.
• Manage team capacity and identify resource constraints.
• Foster continuous learning, experimentation, and improvement.
• Lead regional operations and ensure consistent service delivery and operational efficiency.
• Oversee payment processing, reconciliation, payment operations, partner integrations, customer onboarding, and support experiences.
• Identify and propose process efficiencies, including appropriate AI tooling.
• Track and improve team performance metrics and SLA expectations.
• Collaborate with Banking Partnerships and Relationship Management on customer retention and provider performance.
• Partner with product and engineering leads on roadmap visibility, requirements discovery, and testing.
• Handle, track, report, and resolve complaints in line with internal and regulatory requirements.