Head of Operations

At TechBiz Global, we are providing recruitment service to our TOP clients from our portfolio.

We are currently looking for a dedicated Head of Operations to join one of our clients' teams. If you're looking for an exciting opportunity to grow in an innovative environment, this could be the perfect fit for you.

Responsibilities:

• Lead Operations within the APAC office, including:
• Customer Service
• Production Operations
• Production Automation
• Dispute Management (Chargebacks & Fraud)
• Customer Support
• Collaborate closely with senior leadership and department heads across global locations.
• Ensure smooth day-to-day operational activities, including production processing, chargeback handling, and incident resolution.
• Conduct ongoing risk assessments of the operating environment and implement appropriate mitigation strategies.
• Ensure continuous adherence to company policies, procedures, and operational standards.
• Maintain Business Recovery Procedures and required certifications.
• Ensure quality standards and operational best practices are consistently followed.
• Deliver exceptional customer service and maintain high levels of client satisfaction.
• Monitor workflow adherence to ensure service level agreements (SLAs) and customer service targets are achieved.
• Escalate unresolved customer issues and operational concerns to the appropriate stakeholders.
• Provide recommendations for improving service efficiency and contribute to the development of new processes where required.
• Manage resource planning and capacity requirements to support current operations and future business growth.
• Assist in the preparation and management of departmental budgets.
• Act as an escalation point for resource allocation across teams and projects to ensure successful project delivery.
• Identify operational risks and implement effective risk management strategies.
• Coordinate the preparation and distribution of management information and operational reporting.
• Ensure all team members receive adequate training and maintain a strong understanding of relevant processes and procedures.
• Lead, mentor, and supervise the Operations team within the APAC office.
• Define team goals, objectives, and performance expectations.
• Participate in performance management activities, including setting measurable targets, conducting evaluations, and supporting employee development.
• Serve as a key point of contact and support for employees within the department.
• Perform additional duties as assigned.

Requirements

• Bachelor’s degree or equivalent qualification in a related field.
• Minimum 3 years of experience within the card payments, banking, financial services, or payments industry.
• Previous management experience in Operations, Service Delivery, Customer Support, or a related field, preferably within an international and multicultural environment.
• Strong understanding of information technology and technology-driven operations.
• Demonstrated experience delivering high-quality customer service.
• Proficiency in Microsoft Office and business software applications.
• Experience with card management, payment processing, or banking platforms will be considered an advantage.
• Strong awareness of risk management, security, and compliance requirements.
• Excellent presentation and stakeholder management skills.
• Outstanding leadership, communication, and people management abilities, with a proven capacity to train, coach, mentor, and motivate teams.