Head of Service Operations - APAC

Role Overview: 
 
The Head of Service Operations, is a senior regional leader responsible for overseeing client-facing, front line support for a suite of financial technology products, covering both UI-based platforms and complex financial data workflows. The role ensures operational excellence across APAC by standardizing service delivery, driving scalable support models, managing regional resources, and delivering high-quality outcomes for clients. 
 
The role leads a matrixed team of support managers and analysts, with direct accountability for some APAC team leaders across different products. The role works cross-functionally with global teams—including Product, Engineering, Implementation, Pipeline Operations, and Business Optimization, to ensure regional readiness, drive continuous improvement, and align support capabilities with product and client needs. The role reports into the Global Head of Service Operations & B&I Managed Services

Responsibilities

Leadership & People Management: 
• Lead and manage the APAC front line support organization, including direct and dotted-line oversight of team leads across multiple products. 
• Foster a high-performing, client-centric culture focused on accountability, collaboration, and continuous improvement. 
• Provide coaching and development support for regional team leaders and key talent. 
 
Resource Management & Capacity Planning: 
• Own end-to-end workforce planning across the APAC region, ensuring appropriate staffing levels, coverage models, and skillsets to support both Enterprise and Regional clients. 
• Balance day-to-day ticket volume, proactive monitoring, and project work through effective resourcing and shift planning. 
• Collaborate with global peers to evaluate headcount allocation, regional demand patterns, and long-term capacity needs. 
 
Operational Standardization & Process Governance: 
• Champion global standardization across all support functions in APAC, ensuring consistent workflows, escalation protocols, and quality standards across all products. 
• Implement and enforce shared documentation practices, knowledge management systems, and tooling usage in line with global policies. 
• Identify regional process gaps or inefficiencies and lead remediation efforts in partnership with the Global Head of Pipeline Operations. 
 
Client Support & Incident Oversight: 
• Act as senior escalation point for major regional incidents, high-impact client issues, and production crises. 
• Oversee timely triage, investigation, and resolution of support issues, ensuring strong communication across internal and external stakeholders. 
• Promote proactive support practices, including trend monitoring, issue prevention, and post-incident reviews. 
 
Roadmap Management & Business Readiness: 
• Maintain regional visibility and accountability for support readiness in line with product and operational roadmaps. 
• Collaborate with Product and Engineering to assess upcoming changes, ensure client impact is understood, and drive readiness of support teams through training, documentation, and communication. 
• Track and report on regional progress against key roadmap milestones that impact client support. 
 
Cross-Functional Collaboration: 
• Partner with the Business Optimization and AI team to align on tooling, automation, analytics, and workflow improvement initiatives. 
• Collaborate with Product, Engineering, Pipeline Operations, and Implementation to support client onboarding, change management, and service enhancements. 
• Represent the APAC region in global steering groups and cross-functional forums to ensure alignment with overall Pipeline Operations’ strategy. 
 
Performance Management & Reporting: 
• Own APAC regional KPIs and metrics, including SLA performance, resolution times, backlog health, and client satisfaction scores. 
• Establish a culture of data-driven performance management, regular reviews, and continuous improvement cycles. 
• Contribute to quarterly business reviews and executive reporting in collaboration with global leadership. 

Qualifications & Experience: 
• 5+ years of experience in client operations or support within a financial services technology firm, with at least 3-5 years in a regional lead role. 
• Strong knowledge of UI-based platforms, financial data workflows, and issue resolution processes. 
• Proven track record in scaling support operations, leading multi-product teams, and driving standardization across regional or global functions. 
• Experience in cross-functional collaboration with Product, Engineering, and Business Optimisation or Transformation teams. 
• Skilled in resource planning, people management, and operational reporting. 
• Strong communication, stakeholder management, and change leadership skills
• Amenable to work in a hybrid set- up , 2-3x a week RTO