Head of Operations

Role Summary:-

The Head of Operations is an executive leadership position responsible for setting the strategic vision and governing the end-to-end operational engine of the merchant business. Operating as a core partner to the Country Manager and C-suite, this role drives organizational scalability, operational governance, cross-functional alignment, and overall P&L efficiency across regional hubs (KL and JB).

The Head of Operations leads a multi-tier operational organization across onboarding, fulfillment, POS deployment, and partner success. The successful candidate will transform operational capabilities into competitive advantages—ensuring that systems, structures, and teams are engineered to support hyper-growth while sustaining world-class merchant experience.

Job Responsibilities:-

1. Enterprise Operations Strategy & Scaling

• Strategic Roadmap: Architect and execute the long-term Merchant Operations strategy aligned with company-wide revenue and expansion targets.
• Regional Hub Alignment: Standardize, streamline, and govern operational frameworks across regional offices (KL & JB) to enforce consistency, quality, and unit economics.
• Transformation & Automation: Drive digital transformation across merchant operations by sponsoring enterprise tools, automation workflows, and platform integrations.

2. Operational Governance, P&L & Performance

• Executive Metrics & Reporting: Own key performance metrics (OKRs, SLAs, Merchant Acquisition Velocity, Unit Costs, Turnaround Times) and deliver strategic insights directly to the Executive Committee.
• Risk & Regulatory Governance: Formulate operational risk management frameworks, ensure audit compliance, and eliminate business bottlenecks across all merchant delivery pipelines.
• Vendor & Ecosystem Management: Strategically negotiate with and oversee key hardware suppliers, third-party logistics (3PL), and technical service partners to maximize operational margins and service delivery.

3. Executive Cross-Functional Leadership

• Commercial & Product Partnership: Serve as the strategic anchor between Sales, Product, Tech, Finance, and Customer Experience to bridge operational constraints with market demands.
• Problem Escalation Leadership: Act as the final executive escalation point for major operational breakdowns, critical merchant outages, and cross-departmental alignment challenges.

4. Organizational Architecture & Leadership Development

• Leadership & Culture: Build a high-performance, metrics-driven operational culture focused on continuous improvement, accountability, and business impact.
• Talent Pipeline: Architect department structures, define leadership career pathways, and cultivate talent pipelines across all operational business units.

Key Requirement:-

• Academic Background: Bachelor's Degree in Operations Management, Business Administration, Engineering, or related field; MBA or Master's degree strongly preferred.
• Leadership Track Record:10+ years of progressive operations experience (Merchant Ops, Sales Ops, Tech Ops, or Fintech), including at least 5+ years in a senior executive/head-level leadership capacity.
• Scale Experience: Proven experience building and scaling operations in high-growth, fast-paced industries (Fintech, Payments, SaaS, or E-Commerce platforms preferred).
• Strategic Acumen: Exceptional capability to translate high-level business goals into scalable operational infrastructure and actionable organizational KPIs.
• Executive Presence: Superior stakeholder management capabilities with a track record of influencing C-level executives, board members, and strategic enterprise clients.
• Domain Mastery: Deep expertise in enterprise CRM tools (e.g., Salesforce, HubSpot), operational workflows, ERP systems, and merchant onboarding governance.