About Us
We're the world's leading provider of secure financial messaging services, headquartered in Belgium. We are the way the world moves value across borders, through cities and overseas. No other organisation can address the scale, precision, pace and trust that this demands, and we're proud to support the global economy.
We're unique too. We were established to find a better way for the global financial community to move value a reliable, safe and secure approach that the community can trust, completely. We're always striving to be better and are constantly evolving in an ever-changing landscape, without undermining that trust. Five decades on, our vibrant community reflects the complexity and diversity of the financial ecosystem. We innovate diligently, test exhaustively, then implement fast. In a connected and exciting era, our mission has never been more relevant. Swift now has a presence in 200+ countries and legal territories to serve a community of more than 12,000 banks and financial institutions.
Key Responsibilities:
- Operational Leadership
- Lead OTC and Cloud support operations in Kuala Lumpur, ensuring delivery against KPIs and customer commitments
- Oversee core service functions including incident, change, and operational support
- Drive accountability and operational excellence across teams
- Deputy Head of Support Delivery - APAC
- Service Delivery & Governance
- Establish and maintain service delivery governance frameworks aligned with global operational policies and standards
- Monitor performance, risks, and service health, providing executive-level reporting
- Lead service reviews and continuous improvement initiatives
- Customer & Stakeholder Management
- Act as senior escalation point for major incidents and client issues
- Partner with account, product, and service teams to ensure consistent delivery
- Build strong stakeholder relationships across the organisation
- People Leadership
- Lead and develop regional teams and managers across APAC
- Drive a high-performance, customer-focused culture
- Support workforce planning, talent development, and succession
- Process Excellence & Continuous Improvement
- Improve efficiency, scalability, and service quality through process optimisation and automation
- Leverage data and analytics to drive decision-making and performance improvements
- Risk & Resilience
- Ensure compliance with regulatory, security, and internal standards
- Lead incident response, risk management, and business continuity planning
- Strategy & Transformation
- Support the Head of Global Support Delivery in regional strategy execution and long-term operational planning
- Assist in aligning APAC support delivery operations with global Swift strategic priorities.
What we expect:
- Bachelor's degree in information technology, Computer Science, Engineering, Business Administration, or related field.
- MBA or equivalent postgraduate qualification preferred.
- 1012+ years of experience in IT service delivery, operations management, or fintech services.
- 58+ years in senior leadership or management roles.
- Experience managing large regional operations or service teams.
- Proven experience working with financial institutions or mission-critical financial infrastructure.
- ITIL (v3 or v4) Certification
- PMP / Prince2 or equivalent program management certification
- Certifications in service management, operational risk, or governance frameworks
- Domains / Industry: Technical engineering / Banking operations / Customer operations / Customer Experience / Payment Operations / Cloud support
Competency Profile:
- Results-driven: Accountable, decisive, and performs under pressure
- Operational excellence: Drives high standards and continuous improvement
- Commercial acumen: Understands market, customers, and business priorities
- Leadership: Builds, develops, and inspires high-performing teams
- Communication: Engages effectively across stakeholders and cultures
- Strategic mindset: Translates strategy into execution and drives transformation
Leadership Expectations:
- Demonstrate accountability for the team's service performance.
- Champion customer-centric service delivery across the organization.
- Identify growth opportunities, encourage continuous learning, and supporting career advancement for team members.
- Lead by example in promoting Swift's ways of working, operational excellence, and continuous improvement.
- Act as a strategic operational partner to the Head of Support Delivery APAC.
What We Offer
We give you a competitive package
We help you perform at your best
We help you make a difference
We give you the freedom to be yourself
We give you the freedom to be yourself. We are creating an environment of unique individuals like you with different perspectives on the financial industry and the world. A diverse and inclusive environment in which everyone's voice counts and where you can reach your full potential.
We are committed to an inclusive and accessible recruitment process. If you require a reasonable accommodation related to accessibility during your application or interview, please contact [Confidential Information] or indicate this in your application.
Please note that this mailbox is not monitored for general recruitment enquiries and should only be used for accessibility or accommodation-related requests (for example related to vision, hearing or neurodiversity).
All requests are confidential and will not affect your candidacy.
Don't meet every single requirement At Swift, we are dedicated to building a workplace where people can bring their full selves and ideas to the team, so if you are excited about this role, we encourage you to apply even if you do not meet every single qualification. 
