Head of Growth & Operations

## About HitPay HitPay is a Singapore-headquartered payments company, founded in 2016, that helps small and medium-sized businesses accept payments online and in person across Southeast Asia and beyond. We give our partners one platform for cards, real-time bank payments, e-wallets, BNPL, cross-border payment methods, POS and terminals — with no setup fees and no monthly fees. In Singapore, we hold a MAS Major Payment Institution licence. In 2026, HitPay was named to CNBC's World's Top Fintech Companies list (top 500 globally, produced with Statista) and recognised as one of the top 27 startups in Singapore by Tech in Asia.\ \ The role You'll own the full partner journey after the sales handshake and the growth engine before it. On one side: payment operations, customer support, customer success and retention. On the other: marketing growth and performance marketing that bring new businesses to HitPay without a salesperson. These are one remit for a reason. Self-serve sign-ups, activation, support quality and churn all drive the same number: active partners and the volume they process. You'll connect them, set the targets, build the teams and run the operating rhythm that moves that number every month. ## What you'll own **Operations** * **Payment operations:** settlements, payouts, refunds, chargebacks and disputes, reconciliation and exception handling, working closely with Risk & Compliance and our banking and processing partners * **Customer support:** multi-channel support (chat, email, phone) across markets, with clear SLAs, quality standards, a strong help centre and smart use of automation and AI * **Customer success:** onboarding and activation of new partners, account health monitoring, and expansion into new products such as the CFO Stack * **Retention:** churn analysis, early-warning signals, win-back programmes and partner lifecycle journeys **Growth** * **Marketing growth:** self-serve acquisition funnel, website and sign-up conversion, lifecycle and CRM marketing, referral and affiliate programmes, content and SEO * **Performance marketing:** paid search, paid social and other paid channels across markets, with disciplined budgeting, CAC and payback targets, and rigorous attribution ## What you'll do * Set the growth and operations strategy, and own a clear set of targets with the CEO: new active partners, activation rate, TPV from self-serve, net revenue retention, churn, CAC payback, support CSAT and resolution time * Build and lead the teams: hire, coach and structure Ops, Support, Success and Marketing, including managers and individual contributors across markets * Design the end-to-end partner journey — sign-up, KYB onboarding, first transaction, ongoing support, expansion — and remove the friction that costs us partners * Run the operating rhythm: weekly metrics reviews, dashboards, and experiments with clear hypotheses and results * Own the marketing and paid media budget, and shift spend to the channels and markets with the best returns * Scale operations efficiently as volume grows, using automation, AI tools, playbooks and the right outsourcing partners * Work closely with Sales, Product, Engineering, Risk & Compliance and Finance: feed partner insights into the roadmap, and align on launches such as CFO Stack modules and new markets * Make sure operations meet regulatory and scheme requirements in every market we serve ## What you'll bring * \[10+\] years of experience, including \[4+\] years leading multi-function teams across operations, customer experience and/or growth * Deep hands-on experience in at least one of the two halves (operations or growth), and a credible track record managing the other * Background in payments, fintech or B2B SaaS serving SMBs, ideally in Southeast Asia * Understanding of payment operations: settlement, reconciliation, chargebacks, refunds, and how they affect partner experience * Proven results in acquisition and retention: you've grown a self-serve or product-led funnel, managed paid budgets against CAC targets, and reduced churn * Highly data-driven: comfortable with funnel metrics, cohort analysis, attribution and SQL or BI tools * Experience building and scaling teams across multiple markets and cultures * Clear, structured communicator who can work with founders, set priorities and hold teams accountable ## How we'll measure success * Growth in active partners and processing volume (TPV), especially self-serve * Activation rate and time from sign-up to first transaction * Gross and net revenue retention, and partner churn * CAC, payback period and marketing ROI by channel and market * Support CSAT, first response and resolution times, cost per ticket * Payment ops accuracy: settlement timeliness, reconciliation breaks, dispute outcomes Visa sponsorship is not available for this role.