Head of Operations – APAC (Visa/Mastercard)

About the role

We are seeking a dynamic Head of Operations to lead our APAC office for a leading client in the Visa/Mastercard space. This senior role oversees end‑to‑end operational functions, ensuring seamless service delivery and high client satisfaction in a fast‑moving payments environment.

Key responsibilities

• Lead Operations across Customer Service, Production Operations, Production Automation, Dispute Management (chargebacks & fraud) and Customer Support.
• Collaborate with senior leadership and global department heads to align operational strategies.
• Ensure day‑to‑day activities run smoothly, including production processing, chargeback handling and incident resolution.
• Conduct risk assessments, implement mitigation strategies and maintain business recovery procedures and certifications.
• Monitor workflow adherence to SLAs, escalate unresolved issues and drive continuous improvement.
• Manage resource planning, capacity forecasting and departmental budgeting.
• Prepare and distribute operational reports and management information.
• Lead, mentor and develop the APAC Operations team, setting goals, performance targets and conducting evaluations.

Required profile

• Bachelor’s degree or equivalent in a related field.
• Minimum 3 years of experience in card payments, banking, financial services or payments industry.
• Previous management experience in Operations, Service Delivery or Customer Support, preferably in an international, multicultural setting.
• Strong understanding of technology‑driven operations.
• Proven track record of delivering high‑quality customer service.

Required skills

• Microsoft Office