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Head of Operations

June 29, 2026

About The Role

This is a regional Head of Operations role with a dual mandate:

Ensure reliable, compliant day-to-day operations across multiple markets.
Build and scale an automation-first operating model that reduces manual dependency over time.

You will lead operations across Singapore, Malaysia, Thailand, Hong Kong, and MENA, managing both execution and transformation. This role is suited for a senior operator who has previously scaled operations in a regulated, tech-enabled environment and has a proven track record of driving automation.

What You'll Own

1. Run high-performing regional operations

You are accountable for the performance, control, and reliability of operations across all markets.

This includes

Customer onboarding, risk assessment, and ongoing monitoring.
Transaction processing, trade execution, reconciliations, and exception handling.
Operational controls, audit readiness, and regulatory interactions.
Management of external partners (banks, custodians, brokers).

You will ensure strong service levels, consistent execution across jurisdictions, and high trust with regulators and partners. 2. Build and scale an automation-first operating model

You will define and execute the automation strategy for Operations. This includes:

Redesigning workflows from first principles to reduce manual dependency.
Driving straight-through processing, intelligent triaging, and exception handling.
Embedding engineering and data capabilities into Operations.
Partnering closely with Product and Engineering to deliver scalable tooling.
Ensuring adoption through effective change management.

The goal is to create an operations function that scales through systems, not headcount. 3. Own and improve the end-to-end customer experience

You will own the service experience across the full customer lifecycle from onboarding to ongoing servicing and issue resolution. This includes:

Defining clear service standards (speed, clarity, confidence, empathy).
Using customer data (NPS, complaints, tickets, escalations) to identify friction.
Redesigning journeys to reduce effort and improve resolution times.
Enabling proactive support through automation and in-product experiences.

4. Evolve the operating model and organisational structure You will continuously reshape how Operations is structured and delivered. This includes:

Separating BAU execution from transformation initiatives.
Redesigning team structures, roles, and workflows as automation increases.
Making clear trade-offs between speed, cost, risk, and customer experience.
Ensuring operational readiness for new products and markets.

5. Lead cross-functional execution and alignment You will operate as a senior partner across Product, Engineering, Compliance, and Risk. This includes:

Driving alignment on priorities and delivery roadmaps.
Acting as the escalation point for complex operational issues.
Ensuring clear ownership and faster decision-making across teams.

6. Build and lead a high-performing organisation You will build a strong leadership bench and a culture of ownership and continuous improvement. This includes:

Coaching and developing managers and team leads.
Setting clear performance expectations and feedback loops.

Success in This Role Looks Like

Measurable reduction in manual processes and cost-to-serve.
Strong operational performance (SLA, accuracy, audit outcomes) across all markets.
Improved customer experience metrics (e.g. NPS, resolution time).
An operations function that scales efficiently with business growth.

What We’re Looking For Must-Have Experience

Experience in Operations within fintech, payments, brokerage/trading, or banking.
Experience leading regional or multi-market operations (APAC or similar complexity).
Managed teams across operations, or equivalent operational scale.
Proven track record of driving automation initiatives end-to-end (e.g. workflow automation, tooling, or AI-assisted operations), not just supporting or consuming them.
Hands-on experience operating in regulated environments (e.g. MAS, BNM, HKMA, FCA or equivalent).
Strong track record partnering with Product and Engineering to build and deploy operational systems.

Benefits Employee financial and physical well-being

Compensation package: You will receive a competitive total compensation package that includes em

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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