Job Description

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 processing
• Ensure operational excellence by maintaining high control standards, enforcing policies, workflows, and quality frameworks, and meeting agreed service levels
• Act as the primary escalation point for critical operational issues, client concerns, and resource requirements to ensure timely resolution and minimal downstream impact
• Drive continuous improvement initiatives, including process optimization, automation, and efficiency enhancements across operations
• Manage risk and compliance by conducting ongoing risk assessments, ensuring adherence to security and regulatory requirements, and maintaining business recovery and continuity procedures
• Lead capacity planning and resource management to support current operational demands and future growth
• Collaborate closely with global stakeholders and regional teams to align operational objectives, share best practices, and support cross-functional initiatives
• Oversee team leadership and development by setting clear goals, managing performance, conducting appraisals, and ensuring appropriate training and capability readiness
• Monitor and report operational performance through management information and metrics, providing insights and recommendations where needed
• Support departmental planning, including budget inputs and operational forecasting, to ensure sustainable and scalable operations

Requirements

Skills / Qualifications:

Requirements

• Bachelor’s Degree or equivalent in a related field
• Minimum of 3 years’ experience in the Card Industry
• Management experience in Service / Operations or any other related industry,
• Preferably in an international/multicultural environment
• Ideally candidates should have solid appreciation in Information Technology
• Demonstrable experience in providing excellent customer service
• Competence in using Microsoft Office and Business Software at a proficient level
• Working experience of BankWORKS® will be considered an asset
• Risk and Security aware
• Good presentation skills
• Excellent 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

Location: Onsite BGC

Industry: Fintech