Head of Operations

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Liquid Group is a Major Payment Institution licensed in Singapore, specializing in cross border payment services for consumers and corporates based across Asia.

Liquid Group empowers and connects businesses and individuals to make transactions in a smart, secure and cost-effective way, anywhere in the world. We operate roamQR, a regional payment network to enable cross-border QR payment services for e-wallet operators, banks, and merchants; LiquidNow, a platform that provides corporate payment services and business accounts to local businesses, non-Singapore resident corporates and B2B marketplaces for international fund movements and business payments requirements; and LiquidPay, a white-label wallet-as-a-service solution to accelerate the development and adoption of mobile payments for our business partners.

At Liquid Group, we provide vast opportunities for you to gain new knowledge and skills, also to widen your scope of views and experiences in the financial world. We work in a collaborative and adaptive way, exploring innovative ideas and solving challenging problems to develop our products. Together, we ensure efficiency, security, and convenience for our partners and customers.

Head of Operations

We are looking for an experienced and dynamic Head of Operations to lead our Operations and Support teams across payment platforms and merchant services. This role will be crucial in ensuring the efficiency of operations, providing strategic direction, and managing cross-functional teams to support our fast-paced growth.

Role Overview:

As the Head of Operations, you will be responsible for overseeing the operational management of our support teams, including Level 1 and Level 2 Support, Merchant Services, and Client Onboarding. You will lead the operational aspects of our business and ensure we meet key service levels and regulatory compliance. This role will require a hands-on approach to operations, team management, and process improvement in a fast-evolving payments environment.

Key Responsibilities:

• Operations Leadership: Lead and oversee all aspects of payment operations, ensuring seamless execution, scalability, and continuous improvement in processes.
• Operational Strategy and Process Development: Drive the creation and implementation of operational strategies, processes, and tools aimed at enhancing efficiency, scalability, and overall performance.
• Performance Analysis and Continuous Improvement: Monitor and analyze operational performance metrics to identify areas for improvement. Proactively drive innovation and enhance payment and client onboarding processes.
• Stakeholder Relationship Management: Collaborate with internal stakeholders, ensuring alignment and integration of payment operations with key functions including Product, Commercial, Compliance, Finance and Tech.
• Product and Technical Integration: Partner closely with Product and Technical teams to suggest and implement product enhancements aimed at streamlining operations and improving efficiency.
• Partnerships and Infrastructure Management: Lead operational aspects of partnerships with payment schemes, financial institutions, and PSPs, optimizing and maintaining infrastructure to support Liquid Group’s products and business workstreams.
• Risk and Issue Management: Define trigger parameters for identifying potential service issues and implement preventive measures. Lead the development of more efficient resolution plans.
• Process Review and Improvement: Continuously assess processes, identify areas for improvement, and ensure robust risk control mechanisms are in place to enhance operational efficiency.
• Customer Experience Operations: Manage the Customer Experience team to improve service delivery and customer satisfaction, ensuring timely resolution of payment-related issues.
• Compliance Operations: Collaborate with the Compliance team to ensure that all payment processes adhere to local and international regulatory requirements. Maintain high standards of risk management and regulatory compliance.
• Finance Operations: Work closely with the Finance, Settlement, and Treasury teams to ensure the accurate and timely reconciliation, settlement, and reporting of payment transactions, optimizing cost efficiency and resource allocation.
• Industry Awareness: Stay up-to-date with industry trends, regulatory changes, and best practices in payments, compliance, finance, and customer service to ensure operational excellence.

Skills and Qualifications:

• 8+ years of experience in operations management, with at least 3 years in a senior leadership role within the payments, fintech, or related industry.
• In-depth understanding of payment systems, merchant services, and financial operations.
• Proven track record of managing large, cross-functional teams in a fast-paced, rapidly evolving environment.
• Strong strategic thinking and problem-solving abilities, with excellent communication and interpersonal skills.
• Ability to collaborate with diverse teams and departments to drive operational efficiency and achieve organizational goals.
• Familiarity with customer service tools and platforms such as Zendesk or other helpdesk software.
• Experience managing and leading teams, with a focus on performance management and achieving KPIs.
• Ability to prioritize tasks and manage multiple responsibilities in high-pressure situations while maintaining attention to detail.
• Bachelor's degree in Business Administration, Finance, or a related field (preferred).

Seniority level

• Director

Employment type

• Full-time

Job function

• Management and Project Management