Head of Operations at StashAway

Kuala Lumpur, Kuala Lumpur, Malaysia -

Full Time

Start Date

Immediate

Expiry Date

06 Jul, 26

Salary

0.0

Posted On

07 Apr, 26

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Operations management, Automation strategy, Fintech, Regulatory compliance, Workflow redesign, Stakeholder management, Risk assessment, Customer experience, Change management, Data analysis, Team leadership, Process optimization, Strategic planning, Cross-functional collaboration, Banking operations, Project management

Industry

Financial Services

Description

ABOUT JOB This is a regional Head of Operations role with a dual mandate: 1. Ensure reliable, compliant day-to-day operations across multiple markets 2. Build and scale an automation-first operating model that reduces manual dependency over time You will lead operations across Singapore, Malaysia, Thailand, Hong Kong, and MENA, managing both execution and transformation. This role is suited for a senior operator who has previously scaled operations in a regulated, tech-enabled environment and has a proven track record of driving automation. WHAT YOU'LL OWN 1. RUN HIGH-PERFORMING REGIONAL OPERATIONS You are accountable for the performance, control, and reliability of operations across all markets. This includes: * Customer onboarding, risk assessment, and ongoing monitoring. * Transaction processing, trade execution, reconciliations, and exception handling. * Operational controls, audit readiness, and regulatory interactions. * Management of external partners (banks, custodians, brokers). You will ensure strong service levels, consistent execution across jurisdictions, and high trust with regulators and partners. 2. BUILD AND SCALE AN AUTOMATION-FIRST OPERATING MODEL You will define and execute the automation strategy for Operations. This includes: * Redesigning workflows from first principles to reduce manual dependency. * Driving straight-through processing, intelligent triaging, and exception handling. * Embedding engineering and data capabilities into Operations. * Partnering closely with Product and Engineering to deliver scalable tooling. * Ensuring adoption through effective change management. The goal is to create an operations function that scales through systems, not headcount. 3. OWN AND IMPROVE THE END-TO-END CUSTOMER EXPERIENCE You will own the service experience across the full customer lifecycle from onboarding to ongoing servicing and issue resolution. This includes: * Defining clear service standards (speed, clarity, confidence, empathy). * Using customer data (NPS, complaints, tickets, escalations) to identify friction. * Redesigning journeys to reduce effort and improve resolution times. * Enabling proactive support through automation and in-product experiences. 4. EVOLVE THE OPERATING MODEL AND ORGANISATIONAL STRUCTURE You will continuously reshape how Operations is structured and delivered. This includes: * Separating BAU execution from transformation initiatives. * Redesigning team structures, roles, and workflows as automation increases. * Making clear trade-offs between speed, cost, risk, and customer experience. * Ensuring operational readiness for new products and markets. 5. LEAD CROSS-FUNCTIONAL EXECUTION AND ALIGNMENT You will operate as a senior partner across Product, Engineering, Compliance, and Risk. This includes: * Driving alignment on priorities and delivery roadmaps. * Acting as the escalation point for complex operational issues. * Ensuring clear ownership and faster decision-making across teams. 6. BUILD AND LEAD A HIGH-PERFORMING ORGANISATION You will build a strong leadership bench and a culture of ownership and continuous improvement. This includes: * Coaching and developing managers and team leads. * Setting clear performance expectations and feedback loops. SUCCESS IN THIS ROLE LOOKS LIKE * Measurable reduction in manual processes and cost-to-serve. * Strong operational performance (SLA, accuracy, audit outcomes) across all markets. * Improved customer experience metrics (e.g. NPS, resolution time). * An operations function that scales efficiently with business growth. WHAT WE’RE LOOKING FOR MUST-HAVE EXPERIENCE * Experience in Operations within fintech, payments, brokerage/trading, or banking. * Experience leading regional or multi-market operations (APAC or similar complexity). * Managed teams across operations, or equivalent operational scale. * Proven track record of driving automation initiatives end-to-end (e.g. workflow automation, tooling, or AI-assisted operations), not just supporting or consuming them. * Hands-on experience operating in regulated environments (e.g. MAS, BNM, HKMA, FCA or equivalent). * Strong track record partnering with Product and Engineering to build and deploy operational systems. BENEFITS EMPLOYEE FINANCIAL AND PHYSICAL WELL-BEING * Compensation package: You will receive a competitive total compensation package that includes employee stock options if you are a full-time employee. * Comprehensive insurance coverage: Outpatient GP clinic visits, Outpatient specialist cover, and group hospitalisation and surgical insurance, and dental cover * Management fee discount: You will receive an employee discount on your asset management fees when you invest with StashAway. FLEXIBLE WORK ARRANGEMENTS AND POLICIES * Flexible work arrangements: With manager setting team schedules with a minimum of 2 days a week in the office. * Work-from-anywhere policy: You may request to work remotely for up to eight weeks in another country. * Unlimited paid annual leave: It should be simple for you to decide if you would like to take more or fewer days off. We trust that you are accountable for your work and know best if you need 10 or 30 days of paid annual leave that year. * Personal work equipment budget: It’s important that you have a workstation that’s optimal for you wherever you are. LEARNING AND DEVELOPMENT OPPORTUNITIES * Annual L&D budget: You will be given an annual Learning and Development budget to help you continuously learn in your pursuit of your professional and personal development. You may use the budget for resources and tools that may help you perform better at work. TEAM BONDING BUDGET AND INITIATIVES * Quarterly team bonding budget: We encourage you to socialise with colleagues across job functions, departments, and entities to know them better as individuals beyond what they professionally do. * Annual off-sites (Q4): Each off-site gathers all employees for a full day of company-wide team bonding activities and challenges.

Responsibilities

The Head of Operations will oversee regional operations across multiple markets, ensuring compliance and high performance while driving an automation-first strategy. This role involves redesigning workflows to reduce manual dependency and improving the end-to-end customer experience through scalable systems.