Global Head of Payment Operations and Customer Service

DSGPay Malaysia; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Job summary

A leading fintech company in Kuala Lumpur seeks a Global Head of Payment Operations and Customer Service. The role involves overseeing payment functions, developing operational strategies, and fostering a high-performance team. The ideal candidate will have extensive experience in payments, operational management, and regulatory compliance, with strong leadership and communication skills. This position offers a competitive salary, an opportunity for significant professional growth, and the chance to shape the company’s operations in the region.

Benefits

Competitive compensation package

Opportunity for a Group COO role

Flexible and collaborative work environment

Qualifications

• 8–10 years of experience in payments, operations, or financial services.
• At least 5 years in a leadership role.
• Deep knowledge of Swift and local payment rails in Asia.

Responsibilities

• Oversee end‑to‑end payment services and customer service functions.
• Drive innovation in payment and operational processes.
• Establish standard operating procedures to enhance productivity.

Skills

Leadership

Problem-solving

Strategic thinking

Communication

Education

Bachelor’s degree in Business Administration or related field

Tools

Swift

Customer service systems

Job description

Global Head of Payment Operations and Customer Service

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DSGPay is a fast‑growing fintech payments company enabling global SMEs and individuals to seamlessly collect, hold, convert, and payout funds worldwide. Established in Singapore in 2014, DSGPay provides multi‑currency accounts, global collection capabilities and international payout rails.

We currently hold regulatory licences in Australia, Hong Kong and Thailand with additional licences across Asia in progress.

In 2025, DSGPay is establishing a new operations and leadership hub in Kuala Lumpur, which will become a cornerstone of our global expansion.

Position Overview

The Head Payment Operations and Customer Service will be responsible for overseeing the end‑to‑end payment services and customer service functions at DSGPay, ensuring efficient, compliant, and innovative service delivery. This leadership role demands a strategic thinker with expertise in payment systems, operational excellence, and team development to drive the organization’s growth and operational effectiveness.

Key Responsibilities

Strategic Leadership

Develop and execute the overall strategy for payment services and operational excellence in alignment with DSGPay’s business objectives.

Identify market trends, customer needs, and opportunities to optimise services and improve operational efficiency.

Drive innovation in payment and operational processes to maintain a competitive edge.

Payment Operations

Oversee the end‑to‑end payment processes, including processing, settlements, reconciliations, and exceptions.

Ensure the efficient execution of cross‑border payments, collections, and virtual account services.

Collaborate with the technology team to enhance payment platforms, leveraging emerging technologies and trends.

Operational Management

Oversee all day‑to‑day operational activities, including process management, resource allocation, and system optimisation.

Establish, implement, and monitor standard operating procedures (SOPs) to enhance productivity and reduce inefficiencies.

Ensure alignment between operations and other business functions to deliver seamless service to clients and partners.

Customer Service – Strategy & Leadership

Define and execute the end‑to‑end customer service strategy across Asia Pacific.

Build and scale a multi‑jurisdictional service team aligned with a hub‑and‑spoke operational model.

Develop KPIs, SLAs, and customer experience standards tailored to payments and regulatory environments.

Introduce a 24/7 or follow‑the‑sun support model as required by business expansion.

Customer Support Operations

Oversee all customer interactions across chat, email, phone, in‑app, and ticketing channels.

Lead escalations involving payments issues, settlement delays, onboarding support, and FX transactions.

Ensure high‑quality resolution of Tier 1–3 operational inquiries, including disputes and complex payment investigations.

Manage support for business‑critical services: pay‑ins, pay‑outs, reconciliations, onboarding, and account status issues.

Identify and mitigate risks associated with customer service, payment and operational activities, ensuring the security and integrity of processes.

Develop and enforce a robust operational risk‑management framework for both customer service, payments and operations.

Lead, mentor, and develop high‑performing teams across payments and operations.

Foster a culture of collaboration, accountability, and continuous improvement.

Ensure teams are equipped with the necessary tools, training, and resources to excel.

Stakeholder Engagement

Build and maintain strong relationships with internal and external stakeholders, including clients, partners, banks, payment networks, and regulators.

Act as a trusted advisor on payment and operational matters to senior leadership and clients.

Qualifications

Education: Bachelor’s degree in Business Administration, Operations Management, or a related field. Any process improvement qualifications e.g. Six Sigma, etc. preferred.

Experience:

Minimum of 8–10 years of experience in payments, operations, or financial services, with at least 5 years in a leadership role.

Proven product experience. Deep knowledge of Swift and local payment rails in Asia.

Proven expertise in cross‑border payments, operational management, and regulatory compliance.

Experience leading large teams and managing complex operational frameworks.

Technical Skills:

Strong understanding of Swift and other local payment systems, fintech platforms, and operational best practices.

Strong understanding of customer service systems and use of AI and other tools to automate customer service interactions.

Familiarity with emerging technologies like blockchain, digital payments, and automation tools.

Soft Skills:

Exceptional leadership, communication, and problem‑solving skills.

Strategic thinking with a focus on innovation and operational excellence.

Ability to manage multiple priorities in a fast‑paced environment.

What we offer:

A competitive compensation package and the opportunity to influence and design future group‑wide compensation frameworks (including ESOP programmes).

A leadership role in a well‑established, fast‑growing global fintech with significant international exposure.

The mandate to build and grow the Kuala Lumpur hub and lead a global operations and customer service function.

A flexible, modern, and collaborative working environment with a forward‑thinking management team.

A pathway to a future Group COO role based on performance.

Your application will include the following questions:

• Which of the following statements best describes your right to work in Malaysia?
• What’s your expected monthly basic salary?
• Which of the following types of qualifications do you have?
• How many years’ experience do you have as a Customer Service Role?
• How many years’ experience do you have as a manager/team lead?
• How many years’ experience do you have as a Head of Payments?