Job Description

Lead and oversee end-to-end onboarding and fulfillment operations, ensuring efficient, scalable, and high-quality execution.
Manage and develop multiple operational teams/functions covering underwriting support, loan stamping and fulfillment, card fulfillment, customer KYC, and merchant KYB operations.
Establish and monitor key operational metrics, SLAs, controls, and processes to ensure consistent delivery.
Manage third-party and outsourced (BPO) partners and vendor SLAs, given the largely outsourced workforce underpinning fulfilment operations.
Identify operational gaps and drive process improvements, automation, and initiatives to improve turnaround time, quality, and customer experience.
Ensure operations are aligned with relevant regulatory, risk, compliance, and internal control requirements.
Lead capacity planning, resource allocation, and operational readiness to support business growth and new product launches.
Provide operational insights and recommendations to senior management and drive continuous improvement across the function.

Requirements

Minimum 8–10 years of experience in Business, Operations, or other related fields.
Proven experience in business operations, onboarding, fulfillment, or a similar leadership role within a bank, fintech, digital bank, e-wallet, lending, payments, or financial services environment.
Experience managing multiple teams or operational functions, ideally in a high-volume and fast-paced environment.
Experience managing outsourced/BPO vendor relationships and third-party SLAs is highly advantageous.
Strong understanding of financial services operations, including onboarding, KYC/KYB, credit, and fulfillment processes with regulatory and operational requirements under BNM
Strong track record in process optimization, operational scaling, and performance management.
Excellent leadership, stakeholder management, problem-solving, and execution skills.

Head of Onboarding & Fulfilment Operations