Position: Global Head of Payment Operations and Customer Service

Position Overview:

The Head of 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:

1. 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 optimize services and improve operational efficiency.
   • Drive innovation in payment and operational processes to maintain a competitive edge. 
2. 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. 
3. Operational Management
   • Oversee all day-to-day operational activities, including process management, resource allocation, and system optimization.
   • 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. 
4. 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. 
5. 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. 
6. Risk Management
   • 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. 
7. Team Leadership & Development
   • 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. 
8. Stakeholder Engagement
9. • 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.

This is a ground-floor opportunity for an ambitious, driven business development leader with a passion for fintech and payments. If you’re excited to build something from the ground up and lead a team to success, we want to hear from you! Apply today.