Chief Executive Officer

SG Support; Kuala Lumpur; On-site; MYR 250,000 - 350,000; Full time

Job summary

An experienced Executive Director is sought by a supporting agency for charities in Kuala Lumpur. The successful candidate will define and execute a strategic plan while leading international market expansions into territories such as Hong Kong and the US. This role requires a proven track record in commercial growth and overseeing multi-country operations. Ideal candidates will have a minimum of 15 years in senior leadership roles, demonstrating strong leadership and financial acumen in their professional careers.

Qualifications

• Minimum 15 years of senior leadership experience, including success as CEO or equivalent.
• Demonstrated track record overseeing international operations and multi-country portfolios.
• Proven success in commercial growth and business development.

Responsibilities

• Define and execute a multi-year strategic plan aligned with Board priorities.
• Spearhead entry into new international markets including Hong Kong and the US.
• Oversee business development and client acquisition.

Skills

Strategic leadership

Commercial growth

Client leadership

Organisational transformation

Financial acumen

Job description

Who We Are

SG Support is a full-service donor management agency that helps non-profits build sustainable giving programmes for predictable income and long-term impact.

We enable transformational change for charities and the causes they champion through data-driven strategy, donor care, and secure payment solutions that make fundraising easier and more effective.

Our Core Values

• Be Bold
• Own It
• Play as a Team
• Principles Over Profit
• Good Vibes Only

Our Core Values underpin who we are as an organisation and we only recruit people who we believe will enjoy our culture and who can demonstrate these principles in their day-to-day role.

What We Do

• Deliver secure, PCI-DSS Level 1 payment solutions with industry-leading success rates.
• Provide data and consulting insights to maximise donor value and ROI.
• Strengthen donor loyalty with personalised, omnichannel engagement.
• Enable growth through our innovative LadderPro financing model.

What We Have Achieved

• Processed more than USD 1.9 billion in donations for causes worldwide.
• Supported 6.6 million donors across 16 countries and 89 charities.
• Delivered over 124 million donor communications and 5.8 million donor calls annually.
• Achieved among the highest payment approval rates and lowest attrition rates in the sector.
• Recognised as a trusted partner by leading international NGOs and charities.

In This Role, You Will

1. Provide Strategic Leadership & Organisational Direction

• Define and execute a multi-year strategic plan aligned with Board priorities and market realities.
• Lead company-wide transformation and change management initiatives, developing new products, securing new business development, and new market expansion.
• Establish strong governance, operating models, and decision-making frameworks that ensure disciplined execution.
• Foster a high-performance, values-driven culture built on accountability, collaboration, and operational excellence.

2. Drive International Expansion & Market Growth

• Spearhead SG Support’s entry into new international markets including Hong Kong, Taiwan, Australia, New Zealand, the United States and beyond.
• Assess commercial viability, regulatory requirements, operational readiness, and competitive positioning for each new market.
• Develop new revenue streams, service innovations, and market strategies that respond to global trends and client needs.
• Build credible market presence through strategic representation at industry events, conferences, and senior-level engagements.

3. Lead Commercial Growth & Client Leadership

• Oversee business development, client acquisition, and strategic account management.
• Build and deepen relationships with key clients and institutional stakeholders.
• Ensure strong retention, service quality, and client satisfaction through effective engagement and oversight.
• Guide pricing, negotiation, and partnership strategies to secure long-term commercial sustainability.

4. Deliver Operational Excellence & Service Quality

• Provide executive oversight across business development, BPO, processing, payment operations, call centres, data operations and donor experience.
• Reposition SG Support from a BPO to a KPO to elevate service value, analytics depth, and strategic operational capabilities.
• Strengthen analytics, forecasting, KPI frameworks and performance dashboards to drive data-driven decision-making.
• Ensure consistent service delivery standards across all countries with a focus on accuracy, agility, efficiency and scalability.
• Drive cross-functional alignment across operations, technology, finance, marketing and business development.

5. Manage Financial Performance & Governance

• Lead full P&L ownership across all markets, ensuring discipline in budgeting, forecasting, and commercial decision-making.
• Strengthen financial governance, compliance, and audit readiness in collaboration with the Finance team.
• Oversight investment decisions, resource allocation and capital planning to support long-term growth.

6. Build Strong Relationships & Stakeholder Alignment

• Maintain strong and influential engagement with board members, senior leaders and partners.
• Represent SG Support with credibility and influence at major industry events and strategic engagements.
• Promote an inclusive, collaborative environment that strengthens internal communication and cross-market alignment.

Ideal Candidate Profile

Leadership & Experience

• We are seeking an experienced, dynamic, strategically driven and internationally focused Executive Director who can drive transformational change with a massive business development presence and exceptional commercial capability.
• The Executive Director will oversee all business units across multiple markets and will report directly to the Group CEO while working closely with the Board of Directors to define, refine, and execute SG Support’s long‑term strategy.
• Minimum 15 years of senior leadership experience, including success as CEO, Executive Director, COO, Managing Director or equivalent.
• Demonstrated track record overseeing international operations and multi‑country portfolios.
• Deep experience in BPO and KPO, processing, operations, or service‑led environments.
• Proven success in commercial growth, business development and client leadership.
• Solid experience in organisational transformation, scaling, and change management.
• Competency in analytics, data‑driven decision-making, and performance measurement.
• Experience with donor management, payments, or the non‑profit sector is advantageous but not mandatory.

Core Competencies & Traits

• Strategic thinker with the ability to translate vision into clear operational and commercial priorities.
• Strong financial acumen with experience managing complex P&Ls across multiple geographies.
• High emotional intelligence, cultural fluency, and experience leading diverse global teams.
• Resilient, agile and comfortable navigating complexity and fast‑evolving market conditions.
• Forward‑looking mindset with a passion for innovation, scalability and continuous improvement.
• Willingness to travel internationally to support market expansion and executive engagements.