СингапурHead of Customer Success & Operations, Asia Pacific
2 дн. назад
СингапурHeadHybrid
Senior regional role leading customer success, onboarding, operational delivery, and service management across Asia Pacific to ensure customer retention, satisfaction, and growth.
Условия
- Opportunity to lead and scale a high-growth business in one of the world’s most dynamic regions.
- Hybrid working environment in Singapore, with flexibility and autonomy.
- Competitive compensation package with performance-based incentives.
- A collaborative, mission-driven team at the forefront of global payments innovation.
- Learning Days
- Flexible Benefits
- Workation
- Team Buildings
- Birthday Day Off
- Loyalty Program
- Tribe Vibe
Другое
- Tribe is a next-generation international issuer and acquirer payments processor, built to power innovation in financial services. With a modular, API-first architecture, Tribe delivers end-to-end digital payment solutions across issuing and acquiring and non-card payments, enabling fintech and bank partners to launch, scale, and operate with agility.
- This is a senior regional role responsible for retaining, delivering for and growing Tribe's customer base across Asia Pacific. You will own the post-sale customer experience in the region, leading customer success, onboarding, operational delivery and service management so that customers launch smoothly, run reliably and grow with Tribe over the long term.
- Reporting to the General Manager, Asia Pacific, and working closely with Tribe's global teams, you will shape and build a scalable APAC operating model, and the local team to run it, across one of the most diverse and fast-moving payments regions in the world. This is a hands-on role in a growing business: you'll set the direction and build the foundations while staying close to customers and delivery.
- Customer Success & Relationship Management: Own senior relationships with Tribe's APAC customers, acting as their key point of contact from onboarding through live service and long-term growth.
- Customer Retention & Growth: Drive retention and account growth by identifying opportunities to increase processing volumes and expand the use of Tribe's products and services within existing customers.
- Escalation & Service Management: Act as the senior escalation point for customers, coordinating with global teams to resolve operational, service and delivery issues quickly and transparently.
- Customer Onboarding & Delivery: Support customer onboarding and operational delivery, coordinating Product, Technology, Operations, Risk, Compliance and other global functions to ensure successful, on-time launches.
- Cross-Functional Collaboration: Partner with Sales & Solutions and Technical Implementation to ensure a seamless handover and a joined-up customer experience from signed agreement to live processing.
- Regional Operating Model: Work with the GM to design and build the processes, infrastructure and capabilities needed to scale Tribe's APAC business efficiently.
- Operational Governance: Establish and manage regional service standards, governance, SLAs and KPIs, and report on operational and customer performance.
- APAC Market Expertise: Apply deep knowledge of APAC payment schemes, regulatory environments and market practices so that customers receive relevant, locally informed support.
- Team Leadership & Development: Build and lead Tribe's APAC Customer Success and Operations team, hiring and developing strong local talent and creating a future leadership pipeline.
- Extensive senior experience (typically 15+ years) in payments, fintech, banking or financial services, including significant leadership in customer success, operations, implementation or service management.
- A proven track record of managing senior customer relationships and delivering complex payment programmes.
- Hands-on experience running customer onboarding, service delivery, operational governance and complex escalations.
- Experience building processes and teams in a growing or scaling business.
- Experience working across multiple APAC markets and within a matrixed global organisation (desirable).
- An established network across banks, fintechs, PSPs, merchants and the wider APAC payments ecosystem (desirable).
- Deep understanding of payment processing, issuing, acquiring and digital payments across Asia Pacific.
- Strong knowledge of card schemes, payment infrastructure, operational requirements and regulatory environments in the region.
- Strong commercial awareness, with a clear understanding of how customer experience, retention and operational performance drive revenue and processing growth.
- An entrepreneurial mindset, comfortable setting strategy while remaining hands-on.
- Excellent communication and stakeholder management skills, with the ability to influence senior customers and internal leadership.
- Strong leadership capability, with the ability to attract, develop and motivate high-performing teams.