Head of Operations - Fintech (Based in Bangkok)

TRUST RECRUIT PTE. LTD.; Singapore; On-site; USD 60,000 - 100,000; Full time

Job summary

An established industry player is seeking an experienced Operations Manager to oversee and enhance local operations in Thailand. This pivotal role involves leading a diverse team, optimizing processes, and ensuring service excellence across various customer interaction channels. The successful candidate will collaborate closely with internal stakeholders and external partners, driving initiatives that align with regional strategies. If you are passionate about operational efficiency and team development, this opportunity offers the chance to make a significant impact in a dynamic environment.

Qualifications

• 8+ years of experience in Operations and Project Management.
• Previous experience managing business operations in Thailand.

Responsibilities

• Lead and scale local operations teams, ensuring service reliability.
• Monitor KPIs and provide coaching to team members.
• Manage local vendors and ensure service delivery meets SLAs.

Skills

Operations Management

Project Management

Customer Service

Team Leadership

Performance Monitoring

Job description

The role will be the operational backbone for the Thailand business — working closely with the Country Head, managing day-to-day operations, and acting as a key liaison with local vendors and internal teams across SEA.

Job Responsibilities:

1. Lead, develop, and scale local operations teams, including Credit Approval, Collection, and Customer Service.
2. Implement scalable and efficient processes to ensure consistent service levels and operational reliability.
3. Monitor performance and KPIs, providing coaching and support to help team members achieve their goals.
4. Ensure changes in policy, process, or systems are effectively rolled out and understood across teams.
5. Work closely with internal stakeholders across Jakarta and Singapore (Product, Risk, Data, Legal, Engineering, Finance).
6. Manage local vendors and external partners; ensure service delivery meets contractual SLAs.
7. Drive local execution of regional initiatives, ensuring alignment with group strategy.
8. Provide guidance and support across other functions as needed, especially in Collections and FinOps.
9. Lead the team in handling customer interactions across Call Center, Email, Chat, and Social Media.
10. Resolve escalated cases, monitor quality, and ensure service levels meet business expectations.
11. Compile reports on customer insights, operational irregularities, and team performance.
12. Ensure the Credit Analyst team meets daily targets in processing volume and quality.
13. Maintain staffing and scheduling to ensure 7-day coverage; ensure SOP compliance and consistency.
14. Support the implementation of credit and KYC tools in partnership with central teams.
15. Institutionalize processes and scalable systems successfully.
16. Drive our culture within the Thailand office in Operations and across the organization as required.

Requirements:

• 8+ years of experience in Operations and Project Management within Fintech, Startups, or Financial Services.
• Previous experience managing business operations in Thailand.

HOW TO APPLY:

Interested applicants, kindly send your resume in MS WORD format or click on “Apply Now”.

We regret that only shortlisted candidates will be notified.

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