Head of Onboarding & Fulfilment Operations

Fintech News; Petaling Jaya; On-site; MYR 180,000 - 250,000; Full time

Job summary

Fintech News is seeking a senior operations leader to oversee onboarding and fulfillment activities across underwriting support, loan stamping, card fulfillment, KYC/KYB, and related functions. You will drive capacity planning, process improvements, and vendor management to ensure scalable, compliant delivery in a fast-paced fintech environment.

You will partner with senior management to optimize performance, SLAs, and quality while ensuring alignment with regulatory requirements under BNM and

Qualifications

• Proven leadership in business operations or similar roles.
• Experience with onboarding, fulfillment, or high-volume operations.
• Strong track record in process optimization and performance management.
• Understanding of regulatory requirements in financial services (BNM) and risk controls.
• Experience managing outsourced/BPO vendor relationships and SLAs.

Responsibilities

• Lead end-to-end onboarding and fulfillment operations to ensure efficient, scalable execution.
• Develop and manage multiple operational teams covering underwriting support, loan stamping and fulfillment, card fulfillment, customer KYC, and merchant KYB operations.
• Establish and monitor key metrics, SLAs, controls, and processes for consistent delivery.
• Manage third-party and outsourced partners and vendor SLAs in a largely outsourced workforce.
• Identify gaps and drive process improvements, automation, and initiatives to improve turnaround time, quality, and customer experience.
• Ensure operations align with regulatory, risk, compliance, and internal control requirements.
• Lead capacity planning, resource allocation, and operational readiness to support growth and new product launches.
• Provide insights and recommendations to senior management for continuous improvement.

Skills

Leadership

Stakeholder management

Process optimization

Regulatory compliance

Vendor management

Job description

• Lead and oversee end-to-end onboarding and fulfillment operations, ensuring efficient, scalable, and high-quality execution.
• Manage and develop multiple operational teams/functions covering underwriting support, loan stamping and fulfillment, card fulfillment, customer KYC, and merchant KYB operations.
• Establish and monitor key operational metrics, SLAs, controls, and processes to ensure consistent delivery.
• Manage third-party and outsourced (BPO) partners and vendor SLAs, given the largely outsourced workforce underpinning fulfilment operations.
• Identify operational gaps and drive process improvements, automation, and initiatives to improve turnaround time, quality, and customer experience.
• Ensure operations are aligned with relevant regulatory, risk, compliance, and internal control requirements.
• Lead capacity planning, resource allocation, and operational readiness to support business growth and new product launches.
• Provide operational insights and recommendations to senior management and drive continuous improvement across the function.

Job Description

• Lead and oversee end-to-end onboarding and fulfillment operations, ensuring efficient, scalable, and high-quality execution.
• Manage and develop multiple operational teams/functions covering underwriting support, loan stamping and fulfillment, card fulfillment, customer KYC, and merchant KYB operations.
• Establish and monitor key operational metrics, SLAs, controls, and processes to ensure consistent delivery.
• Manage third-party and outsourced (BPO) partners and vendor SLAs, given the largely outsourced workforce underpinning fulfilment operations.
• Identify operational gaps and drive process improvements, automation, and initiatives to improve turnaround time, quality, and customer experience.
• Ensure operations are aligned with relevant regulatory, risk, compliance, and internal control requirements.
• Lead capacity planning, resource allocation, and operational readiness to support business growth and new product launches.
• Provide operational insights and recommendations to senior management and drive continuous improvement across the function.

Requirements

• Minimum 8–10 years of experience in Business, Operations, or other related fields.
• Proven experience in business operations, onboarding, fulfillment, or a similar leadership role within a bank, fintech, digital bank, e-wallet, lending, payments, or financial services environment.
• Experience managing multiple teams or operational functions, ideally in a high-volume and fast-paced environment.
• Experience managing outsourced/BPO vendor relationships and third-party SLAs is highly advantageous.
• Strong understanding of financial services operations, including onboarding, KYC/KYB, credit, and fulfillment processes with regulatory and operational requirements under BNM
• Strong track record in process optimization, operational scaling, and performance management.
• Excellent leadership, stakeholder management, problem-solving, and execution skills.