Director, Operation Strategy

Airwallex (UK) Limited

Job Overview

Location

SG - Singapore

Job Type

Full-time

Full Job Description

📋 Description

• As the Director, Operations Strategy at Airwallex, you will be instrumental in shaping and executing strategies that drive unparalleled customer experiences and operational excellence across our global platform. This pivotal role, based in Singapore, places you at the nexus of innovation and execution, where you will lead high-impact, data-driven initiatives that touch every facet of our product lifecycle. You will be a key architect in ensuring Airwallex not only meets but exceeds the evolving needs of our rapidly growing customer base, from enterprise clients to emerging businesses.
• Your primary responsibility will be to identify, define, and champion strategic projects aimed at optimizing the end-to-end journey within each of our product domains. This involves a deep dive into operational processes, rigorous data analysis, and the implementation of continuous improvements that yield tangible business outcomes. You will be expected to translate complex operational challenges into actionable strategies, leveraging your analytical prowess to uncover insights that drive efficiency and enhance customer satisfaction.
• A cornerstone of this role is a commitment to a data-driven approach to problem-solving. You will conduct in-depth customer experience (CX) analysis, focusing on key segments such as top enterprise clients, specific industry verticals, and other critical customer groups. This analysis will form the basis for strategic recommendations and operational adjustments, ensuring our strategies are grounded in real-world customer needs and behaviors.
• Collaboration is paramount. You will work seamlessly across a diverse range of functions, including Product Management, Engineering, Customer Success, Marketing, and Sales. Your ability to foster strong relationships, ensure stakeholder alignment, and drive consensus will be critical to the successful delivery of complex, cross-functional projects and achieving desired business objectives.
• You will be responsible for the clear and concise communication of project progress, risks, and dependencies to senior leadership. This includes preparing and updating comprehensive materials that highlight achievements against goals, potential roadblocks, and the strategic implications of project outcomes. Your ability to distill complex information into executive-level summaries will be essential for informed decision-making.
• This role also demands agility and a proactive mindset. You will be tasked with handling special projects and ad-hoc requests, often involving deep-dive investigations into critical issues identified by leadership or functional teams. Your capacity to quickly pivot, analyze new challenges, and deliver insightful solutions will be highly valued.
• Continuous monitoring and reporting of key performance indicators (KPIs) are integral to your responsibilities. You will establish, track, and analyze relevant metrics, providing actionable insights and strategic recommendations to drive ongoing improvements in operational efficiency and customer experience.
• Staying ahead of the curve is crucial. You will maintain a keen awareness of industry trends, emerging technologies, and best practices in operations strategy and financial technology. This proactive approach will enable you to identify innovative opportunities to further enhance operational excellence and maintain Airwallex's competitive edge.
• Furthermore, you will provide oversight for the Business As Usual (BAU) operations within the Ops team, ensuring daily processes adhere strictly to internal Standard Operating Procedures (SOPs). You will also manage and resolve ad-hoc escalations, ensuring business continuity and maintaining high service levels.
• This role offers a unique opportunity to contribute to the growth of a leading global fintech company, working alongside some of the brightest minds in the industry. You will have the chance to tackle some of the most complex and high-visibility challenges in the financial services space, directly impacting the company's trajectory and the experience of millions of users worldwide. If you are a strategic thinker with a passion for operational excellence and a desire to make a significant impact, this is the role for you.

🎯 Requirements

• 8+ years of experience, including experience with top-tier strategy/management consulting firms and preferably with a fast-growing tech startup.
• Strong analytical and problem-solving skills are essential.
• Exceptional stakeholder management and influencing skills, especially with Operation and Customer Success teams.
• Self-starter who can identify and prioritize opportunities to focus on.
• Excellent written and verbal communication and presentation skills.
• Bachelor’s degree or equivalent.

🏖️ Benefits

• Opportunity to work in a leading global fintech company.
• Be part of a collaborative and innovative team.
• Drive high-impact, data-driven projects.
• Accelerated learning and career growth opportunities.

Skills & Technologies

Onsite

Degree Required

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Airwallex (UK) Limited

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About Airwallex (UK) Limited

Airwallex is a global financial technology company providing cross-border payment and banking infrastructure for businesses. It offers multi-currency accounts, foreign exchange, card issuing, expense management, and embedded finance APIs. Founded in Melbourne in 2015, the company serves enterprises and SMEs across Asia-Pacific, Europe, and the Americas, operating under licenses in multiple jurisdictions and processing billions in annualized transaction volume.

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