Head of Onboarding Operations

Airwallex (UK) Limited

Job Overview

Location

Melbourne, Australia

Job Type

Full-time

Full Job Description

📋 Description

• As Head of Onboarding Operations at Airwallex, you will own the end-to-end global strategy for client onboarding, unifying fragmented regional approaches into a consistent, digital-first experience that reduces time-to-productivity while strengthening the global brand and ensuring compliance with local legal requirements.
• You will lead a high-impact, cross-functional initiative to transform onboarding from a manual, siloed process into a scalable, automated, and customer-centric operation that directly supports Airwallex’s mission to empower global businesses with seamless financial infrastructure.
• You will drive operational excellence by designing and governing the global onboarding operating model, setting SLAs, KPIs, SOPs, and RACI frameworks, and leading process improvement and automation efforts to reduce cycle times, defects, and handoffs from signed client to productive client.
• You will act as the central owner of the onboarding experience, coordinating Sales, Account Management/CS, Product, Compliance, Legal, Risk, Operations, and Engineering teams to ensure alignment, clarity of roles, and seamless handoffs across the customer journey.
• You will build and scale training and enablement programs for onboarding teams and stakeholders, leveraging data and insights to influence product roadmaps, policy decisions, and resourcing strategies while ensuring adherence to KYC/KYB, data privacy, and regulatory standards.
• You will define, track, and report on global onboarding metrics including Time-to-Productivity, Time-to-Activation, CSAT/NPS, and SLA adherence, running regular business reviews to drive accountability, continuous improvement, and vendor governance.
• You will join a collaborative, high-performing Operations team of over 2,000 innovators across 26 global offices, working within a founder-led, mission-driven culture that values first-principles thinking, speed with judgment, and ownership at scale.
• You will have the opportunity to shape the future of global financial onboarding at a US$8 billion-valued fintech backed by Tier-1 investors, where your work will directly impact the experience of over 200,000 businesses worldwide, including industry leaders like Brex, Rippling, Qantas, and SHEIN.

🎯 Requirements

• 10+ years in operations, shared services, or service delivery leadership, with at least 5+ years leading global or multi-region programs/teams
• Proven experience running high-volume, multi-country onboarding operations
• Strong process design, project/program management, and stakeholder management skills
• Data-driven operator with advanced skills in Excel/Sheets and experience working with BI or dashboarding tools
• Demonstrated experience applying automation and AI to scale onboarding, including workflow automation, knowledge retrieval systems, client-facing chatbots, and governance frameworks for accuracy, privacy, and compliance
• Deep understanding of risk, privacy, security, and regulatory considerations relevant to onboarding (e.g., data handling, contractual/legal steps) and a track record of partnering closely with Legal, Compliance, and InfoSec
• Experience leading and developing teams (including managers) in a fast-paced, high-growth environment

🏖️ Benefits

• Opportunity to lead strategic, global-scale transformation at a US$8 billion-valued fintech powering over 200,000 businesses worldwide
• Work with world-leading investors and partners including T. Rowe Price, Visa, Mastercard, Sequoia, Salesforce Ventures, and DST Global
• Collaborate with over 2,000 innovative teammates across 26 global offices in a culture that values founder-like energy, first-principles thinking, and real impact
• Access to cutting-edge tools and autonomy to drive AI and automation initiatives in onboarding, including workflow orchestration, knowledge copilots, and client-facing digital experiences
• Clear path for career growth and ownership in a high-growth, mission-driven environment where you can build the future of global financial infrastructure
• Equal opportunity employer committed to diversity, inclusion, and accommodation for individuals with disabilities or special needs

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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