Head of Onboarding & Fulfilment Operations
- Posted 11 days ago
- Be among the first 10 applicants
Job Description
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.
- 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.
More Info
Key Skills
Fulfillment
KYB
Operational Scaling
About Company
Skills:
Fulfillment, KYB, Kyc, Process Optimization, Business Operations, Onboarding, Operational Scaling, Performance Management