Head of Operations

About the role

We are seeking a senior leader to head our Operations function across Southeast Asia. Reporting to the Group COO, you will own Card Operations, Customer Service, Payment, Compliance and Treasury Operations for Singapore and Malaysia, managing a team of over 30 professionals.

Key responsibilities

• Define and execute the SEA operations strategy for card issuing, acquiring, stable‑coin payments and DPT services.
• Build a lean, AI‑augmented organisation that scales without proportional headcount growth.
• Partner with the COO and other C‑level executives on operating models, cross‑functional initiatives and board/investor reporting.
• Lead Card Operations end‑to‑end: Visa/Mastercard issuing, BIN management, scheme compliance, authorisation monitoring, 3DS tuning, fraud rule configuration, chargeback management and SLA governance.
• Own the full lifecycle of corporate, individual and B2B2C card programmes, from application through cancellation.
• Direct multi‑tier Customer Service (L1/L2/L3) across all channels, set CS SLAs, build real‑time reporting and drive AI‑powered automation such as chat‑bots and intelligent routing.
• Oversee Payment, Compliance and Treasury Operations, ensuring regulatory adherence and operational efficiency.
• Manage vendor relationships and internal specialist teams to maintain consistent quality and compliance standards.

Required profile

• Proven senior‑level experience building and scaling payment and card operations in multiple markets.
• Track record of managing 30+ staff and leading cross‑functional, C‑level initiatives.
• Hands‑on expertise in scheme audits, reconciliation, dispute workflow design and operational transformation.
• Strong analytical mindset with ability to represent operations to boards, investors and regulators.

Required skills

• Visa and Mastercard issuing operations, including BIN management and scheme compliance.
• 3DS authentication tuning and fraud rule configuration.
• Chargeback and dispute management.
• AI‑driven customer service automation (chatbots, intelligent routing).
• Data analytics for operational reporting and SLA monitoring.