Head of Operations - Customer Service & Fulfillment

MoneyHero Global Limited; Hong Kong; On-site; HKD 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Annual leave

Training and development

Insurance

Mental wellness program

Job summary

MoneyHero Limited is seeking a Head of Operations (Customer Service and Fulfillment) to lead regional operations across markets, define strategy, and drive efficiency and service quality. The role collaborates with Product, Technology, AI & Engineering, Commercial and Finance to build a scalable, customer-centric operations organization.

Based in Hong Kong or Singapore, the position requires senior leadership in customer service and fulfillment, plus a track record of cost-effective

Qualifications

• Bachelor's degree in Business Administration, Operations Management, or a related field.
• Proven track record in leading regional operations across multiple markets.
• Experience in customer service and fulfillment transformation.

Responsibilities

• Set and execute regional operating strategy for CS and Fulfillment across markets.
• Establish operating models, service standards, governance, and performance targets.
• Lead continuous-improvement, automation and systems-transformation initiatives.
• Manage capacity, cost efficiency and risk across Customer Service and Fulfillment.
• Develop leadership bench strength and succession plans within the region.

Skills

Leadership

Cross-functional collaboration

Operations management

Customer service excellence

Strategic planning

Data-driven decision making

Education

Bachelor's degree in Business Administration or related field

Postgraduate qualification (advantage)

Job description

MoneyHero Limited is seeking a Head of Operations (Customer Service and Fulfillment) to lead regional operations across markets, define strategy, and drive efficiency and service quality. The role collaborates with Product, Technology, AI & Engineering, Commercial and Finance to build a scalable, customer-centric operations organization.

Based in Hong Kong or Singapore, the position requires senior leadership in customer service and fulfillment, plus a track record of cost-effective