Operation Manager, Japan

📋 Description

• • As the Operations Manager for Japan, you will be instrumental in shaping and executing the operational strategy for Airwallex's rapidly expanding presence in the Japanese market. This pivotal role is based in our Tokyo office and carries the responsibility of ensuring both current and future customers experience a seamless and exceptional journey with Airwallex. As our client base in Japan continues to scale at an impressive pace, you will have the unique opportunity to build, lead, and mentor a high-performing operations team, establishing structures and processes that are inherently scalable and highly efficient.
• • Your core mission will revolve around the meticulous optimization of existing operational processes and the strategic implementation of new ones. A paramount objective is to ensure unwavering adherence to all local rules and regulations, thereby safeguarding our operations and maintaining the trust of our customers and regulatory bodies. Simultaneously, you will be the champion for an unparalleled end-user experience, ensuring every interaction with Airwallex is intuitive, efficient, and positive.
• • You will be a key driver of strategic initiatives aimed at enhancing our customer experience. This involves identifying opportunities for improvement, developing data-backed strategies, and leading cross-functional projects to bring these enhancements to fruition. Your ability to translate complex operational challenges into actionable plans will be critical.
• • A data-driven approach is fundamental to your success. You will leverage analytics and insights to diagnose issues, measure performance, and inform decision-making, ensuring that our operational strategies are grounded in evidence and deliver measurable results.
• • Collaboration is at the heart of this role. You will work closely with a diverse range of internal stakeholders across various departments, including Product, Compliance, and Engineering, to ensure alignment on objectives and to successfully deliver desired outcomes. Your ability to build strong working relationships and foster a spirit of cooperation will be essential.
• • You will play a significant role in developing and refining our customer support processes. This includes defining best practices, implementing efficient workflows, and ensuring our support teams are equipped to handle customer inquiries with speed and accuracy.
• • A critical aspect of your role will be the daily management and vigilant monitoring of our Anti-Money Laundering (AML) and broader compliance programs. This requires a deep understanding of regulatory frameworks and a commitment to maintaining the highest standards of compliance.
• • In close partnership with the Compliance Manager, you will be responsible for operationalizing emerging regulatory and compliance requirements. This includes, but is not limited to, Know Your Customer (KYC), AML, and Counter-Terrorist Financing (CTF) mandates, ensuring Airwallex remains at the forefront of regulatory adherence.
• • You will act as a crucial liaison between the Operations and Product teams. Your insights will help shape the development of our operational products and drive excellence in our operational affairs, ensuring our technology and processes are aligned with business needs and customer expectations.
• • Continuous monitoring and improvement of the efficiency of key compliance operations functions, such as transaction monitoring, KYC processes, and name screening, will be a daily focus. Your proactive approach to identifying bottlenecks and implementing solutions will be vital.
• • You will oversee and enhance the efficiency of payment and treasury-related operations for the regional business, ensuring smooth and secure financial transactions.
• • A key responsibility will be to help define critical Key Performance Indicators (KPIs) for the operations function. You will build and maintain appropriate reports and dashboards to track progress, identify areas for improvement, and demonstrate the impact of operational initiatives on both customer experience and overall business efficiency.
• • This role offers a unique chance to build a team from the ground up in a dynamic and fast-paced environment. You will be responsible for hiring, training, and developing a team of operations professionals who are aligned with Airwallex's values and mission.
• • You will be empowered to make decisions, take ownership, and drive significant impact within a rapidly growing global FinTech company. Your ability to navigate ambiguity and deliver results in a fast-moving landscape will be highly valued.