About this role
This role offers a rare opportunity the chance to lead and shape APAC operations for a global payments company, gain exposure to senior international stakeholders, and make a direct impact on service quality, risk management, and operational excellence. It is ideal for leaders who want ownership, visibility, and career progression in a fast-growing, future-proof fintech environment while balancing hands-on execution with strategic leadership.
Company Profile: Our client is a globally operating payments and technology company providing secure, mission-critical solutions to financial institutions across multiple regions. With a strong international footprint and a reputation for high operational and compliance standards, the company offers a stable yet fast-growing environment where leadership, accountability, and continuous improvement are highly valued. The organisation fosters close collaboration across regions, encourages innovation in operational processes, and provides meaningful opportunities for career progression. Joining our client means becoming part of a globally connected team where leaders are empowered to make decisions, influence outcomes, and play a key role in scaling operations while delivering reliable, high-quality services to customers worldwide.
Overall purpose and responsibilities of the role:
The Head of Operations APAC is responsible for leading and overseeing the full APAC operations function, ensuring seamless, secure, and efficient day-to-day production across customer support, incident resolution, chargebacks, fraud management, and business-as-usual processing. The role drives operational excellence by maintaining high control standards, managing risk and compliance, enforcing policies and quality frameworks, and ensuring business continuity and recovery readiness. As a hands-on leader, the role manages capacity and resource planning, supports automation and process improvement initiatives, and acts as a key escalation point for critical operational and client issues. In close collaboration with global teams in Malta and the US, the Head of Operations mentors and develops the APAC operations team, sets performance goals, ensures training and capability readiness, and delivers consistently high service levels to clients while supporting current operations and future growth
Duties and Responsibilities:
Lead and oversee the full APAC operations function, ensuring stable, secure, and efficient day-to-day production across customer support, incident resolution, chargebacks, fraud, and business-as-usual processingEnsure operational excellence by maintaining high control standards, enforcing policies, workflows, and quality frameworks, and meeting agreed service levelsAct as the primary escalation point for critical operational issues, client concerns, and resource requirements to ensure timely resolution and minimal downstream impactDrive continuous improvement initiatives, including process optimization, automation, and efficiency enhancements across operationsManage risk and compliance by conducting ongoing risk assessments, ensuring adherence to security and regulatory requirements, and maintaining business recovery and continuity proceduresLead capacity planning and resource management to support current operational demands and future growthCollaborate closely with global stakeholders and regional teams to align operational objectives, share best practices, and support cross-functional initiativesOversee team leadership and development by setting clear goals, managing performance, conducting appraisals, and ensuring appropriate training and capability readinessMonitor and report operational performance through management information and metrics, providing insights and recommendations where neededSupport departmental planning, including budget inputs and operational forecasting, to ensure sustainable and scalable operationsRequirements
Skills / Qualifications:
Requirements
Bachelor’s Degree or equivalent in a related fieldMinimum of 3 years’ experience in the Card IndustryManagement experience in Service / Operations or any other related industry,Preferably in an international/multicultural environmentIdeally candidates should have solid appreciation in Information TechnologyDemonstrable experience in providing excellent customer serviceCompetence in using Microsoft Office and Business Software at a proficient levelWorking experience of BankWORKS® will be considered an assetRisk and Security awareGood presentation skillsExcellent leadership, management and communication skills with the strong ability to train, coach, mentor and motivate others.Card Payments industry experience is required.
Dispute/Chargeback experience is a nice to have, but not essential since they
now have a Dispute Manager in Malta.
Preferred Sources for Candidates (in order of priority):
1. Global payments companies (e.g., PayPal)
2. BPOs with fintech or card-processing accounts (e.g., Visa/Mastercard
teams)
3. Traditional banks
4. Digital banks (e.g., GCash)
Job type: Permanent
Emp type: Full-time
Schedule: Monday - Friday Midshift, 2PM to 11PM
Location: Onsite BGC
Industry: Fintech