Head of Business Transformation

About the role

The Head of Business Transformation will lead a client support and operations team of 15‑20 members, driving efficiency and high‑quality service across the organization. This senior position works closely with product and engineering teams to resolve client issues, while shaping processes that support rapid growth.

Key responsibilities

• Lead and develop a 15‑20 person client support and operations team, ensuring performance and engagement.
• Analyse existing workflows, identify bottlenecks, and implement process improvements for greater efficiency.
• Collaborate with product and engineering teams to troubleshoot and resolve client‑facing technical problems.
• Define, track, and report on KPIs and OKRs to measure support quality and operational impact.
• Manage escalations, ensuring timely resolution and continuous improvement of service standards.
• Monitor team performance, provide coaching, and drive a culture of accountability.

Required profile

• Proven experience in operations, client support, or business transformation roles.
• Strong problem‑solving abilities and a track record of successful process optimisation.
• Demonstrated ability to work effectively with cross‑functional teams.
• Excellent communication skills; bilingual in English and Mandarin is preferred.
• Leadership experience managing medium‑sized teams.

Required skills