Global Head of Payment Operations and Customer Service

Location: Malaysia, Thailand, or Hybrid

(Level: Management)

DSGPay is a fast-growing fintech payments company enabling global SMEs and individuals to seamlessly collect, hold, convert, and payout funds worldwide. Established in Singapore in 2014, DSGPay provides multi-currency accounts, global collection capabilities and international payout rails.

We currently hold regulatory licenses in Australia, Hong Kong and Thailand with additional licenses across Asia in progress.

In 2025, DSGPay is establishing new operations and leadership, which will become a cornerstone of our global expansion.

The Head of Payment Operations and Customer Service will be responsible for overseeing the end-to-end payment services and customer service functions at DSGPay, ensuring efficient, compliant, and innovative service delivery. This leadership role demands a strategic thinker with expertise in payment systems, operational excellence, and team development to drive the organization's growth and operational effectiveness.

1. Strategic Leadership

2. Develop and execute the overall strategy for payment services and operational excellence in alignment with DSGPay's business objectives.

3. Identify market trends, customer needs, and opportunities to optimize services and improve operational efficiency.
4. Drive innovation in payment and operational processes to maintain a competitive edge.

5. Payment Operations

6. Oversee the end-to-end payment processes, including processing, settlements, reconciliations, and exceptions.

7. Ensure the efficient execution of cross-border payments, collections, and virtual account services.
8. Collaborate with the technology team to enhance payment platforms, leveraging emerging technologies and trends.

9. Operational Management

10. Oversee all day-to-day operational activities, including process management, resource allocation, and system optimization.

11. Establish, implement, and monitor standard operating procedures (SOPs) to enhance productivity and reduce inefficiencies.
12. Ensure alignment between operations and other business functions to deliver seamless service to clients and partners.

13. Customer Service - Strategy & Leadership

14. Define and execute the end-to-end customer service strategy across Asia Pacific.

15. Build and scale a multi-jurisdictional service team aligned with a hub-and-spoke operational model.
16. Develop KPIs, SLAs, and customer experience standards tailored to payments and regulatory environments.
17. Introduce a 24/7 or follow-the-sun support model as required by business expansion.

18. Customer Support Operations

19. Oversee all customer interactions across chat, email, phone, in-app, and ticketing channels.

20. Lead escalations involving payments issues, settlement delays, onboarding support, and FX transactions.
21. Ensure high-quality resolution of Tier 1–3 operational inquiries, including disputes and complex payment investigations.
22. Manage support for business-critical services: pay-ins, pay-outs, reconciliations, onboarding, and account status issues.

23. Risk Management

24. Identify and mitigate risks associated with customer service, payment and operational activities, ensuring the security and integrity of processes.

25. Develop and enforce a robust Operational Risk Management framework for both customer service, payments and operations.

26. Team Leadership & Development

27. Lead, mentor, and develop high-performing teams across payments and operations.

28. Foster a culture of collaboration, accountability, and continuous improvement.
29. Ensure teams are equipped with the necessary tools, training, and resources to excel.

30. Stakeholder Engagement

31. Build and maintain strong relationships with internal and external stakeholders, including clients, partners, banks, payment networks, and regulators.

32. Act as a trusted advisor on payment and operational matters to senior leadership and clients.

• Education: Bachelor's degree in Business Administration, Operations Management, or a related field. Any process improvement qualifications e.g Six Sigma, etc.. preferred.

• Experience:

• Minimum of 8-10 years of experience in payments, operations, or financial services, with at least 5 years in a leadership role.

• Proven product experience. Deep knowledge of Swift and local payment rails in Asia.
• Proven expertise in cross-border payments, operational management, and regulatory compliance.
• Experience leading large teams and managing complex operational frameworks.

• Technical Skills:

• Strong understanding of Swift and other local payment systems, fintech platforms, and operational best practices.

• Strong understanding of customer service systems and use of AI and other tools to automate customer service interactions.
• Familiarity with emerging technologies like blockchain, digital payments, and automation tools.

• Soft Skills:

• Exceptional leadership, communication, and problem-solving skills.

• Strategic thinking with a focus on innovation and operational excellence.
• Ability to manage multiple priorities in a fast-paced environment.

• A competitive compensation package and the opportunity to influence and design future group-wide compensation frameworks (including ESOP programmes).
• A leadership role in a well-established, fast-growing global fintech with significant international exposure.
• The mandate to build and grow operations team and lead a global operations and customer service function.
• A flexible, modern, and collaborative working environment with a forward-thinking management team.
• A pathway to a future Group COO role based on performance.