Business Operations Lead

Job Description

• Lead and oversee end-to-end onboarding and fulfillment operations, ensuring efficient, scalable, and high-quality execution.
• Manage and develop multiple operational teams/functions covering underwriting support, loan stamping and fulfillment, card fulfillment, customer KYC, and merchant KYB operations.
• Establish and monitor key operational metrics, SLAs, controls, and processes to ensure consistent delivery.
• Manage third-party and outsourced (BPO) partners and vendor SLAs, given the largely outsourced workforce underpinning fulfilment operations.
• Identify operational gaps and drive process improvements, automation, and initiatives to improve turnaround time, quality, and customer experience.
• Ensure operations are aligned with relevant regulatory, risk, compliance, and internal control requirements.
• Lead capacity planning, resource allocation, and operational readiness to support business growth and new product launches.
• Provide operational insights and recommendations to senior management and drive continuous improvement across the function.

Requirements

• Minimum 8–10 years of experience in Business, Operations, or other related fields.
• Proven experience in business operations, onboarding, fulfillment, or a similar leadership role within a bank, fintech, digital bank, e-wallet, lending, payments, or financial services environment.
• Experience managing multiple teams or operational functions, ideally in a high-volume and fast-paced environment.
• Experience managing outsourced/BPO vendor relationships and third-party SLAs is highly advantageous.
• Strong understanding of financial services operations, including onboarding, KYC/KYB, credit, and fulfillment processes with regulatory and operational requirements under BNM
• Strong track record in process optimization, operational scaling, and performance management.
• Excellent leadership, stakeholder management, problem-solving, and execution skills.