Head of Operations (Customer Service and Fulfillment )

About Us 

MoneyHero Limited (NASDAQ: MNY) is a leading tech- and AI-powered personal finance aggregation and comparison platform that provides consumers with actionable insights to discover, compare, and choose the best financial products with confidence — bringing data intelligence and seamless digital access across insurance and banking solutions. The Company operates in Singapore, Hong Kong, Taiwan and the Philippines. MoneyHero had over 280 commercial partner relationships as at 30 June 2026, and had approximately 3.7 million Monthly Unique Users across its platform for the year ended 30 June 2026. 

What We Offer 

We offer a competitive salary and attractive benefits, including:

• Annual leave, birthday leave, tenure leave, international remote work leave, and more
• Professional trainings, career advancement and internal mobility opportunities
• Competitive benefits including insurance and mental wellness program

About the Job

The Head of Operations is a regional senior leadership role with overall responsibility for the Group’s Customer Service and Fulfillment functions. The role will define and execute the operating strategy, establish scalable and consistent regional standards, and lead initiatives that improve customer experience, operational performance and cost efficiency.

This role may be based in either our Hong Kong or Singapore office, with regional responsibilities across the Group’s markets. Working closely with Product, Technology, AI & Engineering, Commercial, Finance, Procurement and other business leaders, the Head of Operations will build a high-performing operations organisation that supports the Group’s growth priorities while maintaining strong controls, service quality and customer trust. 

Key Responsibilities

Strategic and Functional Leadership

• Set and execute the regional operating strategy for Customer Service and Fulfillment, aligned with the Group’s commercial, customer-experience and growth objectives.
• Establish clear operating models, service standards, governance arrangements, and performance targets and reporting disciplines across markets.
• Translate business priorities into actionable functional plans, resource requirements, and transformation roadmaps.
• Provide senior leadership with clear insight into operational performance, material risks, customer trends, capability gaps and improvement opportunities.
• Ensure both functions are appropriately structured, scalable, customer-centric and cost-efficient.

Customer Service and Customer Experience

• Lead the regional Customer Service function across markets and service channels.
• Set and maintain high standards for customer experience, service quality, responsiveness, resolution and customer communications.
• Drive measurable improvements in customer satisfaction, customer-review performance, response and resolution times, quality assurance and complaint management.
• Identify material or recurring customer issues and ensure they are addressed through sustainable root-cause analysis, process redesign and cross-functional action.
• Sponsor the responsible adoption of automation and AI-enabled solutions that improve service quality, efficiency, consistency and scalability.

Fulfillment and Rewards Operations

• Lead regional physical and digital reward fulfillment operations, including end-to-end operational performance and control environment.
• Establish and monitor standards for fulfillment accuracy, delivery lead times, backlog management, customer communications and issue resolution.
• Oversee the effective management and utilisation of reward inventory, including aging, unredeemed rewards and associated operational risks.
• Maintain robust business-continuity, escalation and risk-mitigation arrangements for fulfillment disruptions.
• Partner with Procurement and other relevant stakeholders to manage reward availability, supplier performance and operational issues, while ensuring clear ownership and timely resolution.

Operational Excellence and Transformation

• Lead continuous-improvement, automation and systems-transformation initiatives across Customer Service and Fulfillment.
• Standardise and document critical processes, controls and operating procedures across markets, while allowing for necessary local requirements. 
• Drive adoption and effective use of operational platforms, reporting tools, dashboards and performance-management practices.
• Use operational data, customer feedback and business insights to prioritise investments, remove friction from customer journeys and improve decision-making.
• Lead complex cross-functional initiatives that resolve operational constraints and enable scalable, profitable growth.

People and Organisational Leadership

• Lead, coach and develop managers and senior team members across the region.
• Build a strong performance culture grounded in accountability, collaboration, customer focus, sound judgement and continuous improvement.
• Develop organisational capability, succession plans and appropriate management coverage across markets.
• Set clear objectives, performance expectations and development priorities for the team.
• Determine resourcing, capability and organisational-structure requirements in line with business priorities and budget.

Key Performance Indicators

KPIs will be measured through a balanced set of customer, operational, financial and organisational indicators, including: 

• Customer satisfaction, customer-review ratings and complaint trends
• Service quality, response times, and resolution rates and contact-centre productivity
• Physical and digital fulfillment lead times, accuracy and backlog levels
• Reward-inventory utilisation, aging and unredeemed-reward levels
• Operational cost efficiency and productivity improvements
• Delivery, adoption and measurable business impact of automation and transformation initiatives
• Strength of operational controls, risk management and business-continuity  readiness
• Team capability, engagement, leadership bench strength and succession readiness 

Experience and Qualifications

• Bachelor’s degree in Business Administration, Operations Management, or a related field; a postgraduate qualification is an advantage.
• At least 12 years’ relevant experience in operations, customer service, fulfillment, business process improvement or a related function.
• At least 5 years’ experience in a senior leadership role, including leading managers and teams across multiple markets or locations.
• Demonstrated experience leading significant operational transformation, process redesign, automation and customer-experience initiatives.
• Strong experience establishing scalable operating models, service standards, performance metrics and governance frameworks. 
• Proven ability to influence senior stakeholders and lead complex, cross-functional programmes in a fast-paced environment.
• Strong commercial judgment, analytical capability and operational risk-management skills.
• Experience in a digital, technology, marketplace, e-commerce, financial-services or growth-stage business is preferred.
• Experience with rewards operations, customer-operations technology, fulfilment systems or contact-centre operations would be advantageous.

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