Head of Operations ( Visa/Mastercard)

At TechBiz Global, we are providing recruitment service to our TOP clients from our portfolio.

We are currently looking for a dedicated Head of Operations to join one of our clients' teams . If you're looking for an exciting opportunity to grow in an innovative environment, this could be the perfect fit for you.

Responsibilities

• Lead Operations within the APAC office, including:
• Customer Service
• Production Operations
• Production Automation
• Dispute Management (Chargebacks & Fraud)
• Collaborate closely with senior leadership and department heads across global locations.
• Ensure smooth day-to-day operational activities, including production processing, chargeback handling, and incident resolution.
• Conduct ongoing risk assessments of the operating environment and implement appropriate mitigation strategies.
• Ensure continuous adherence to company policies, procedures, and operational standards.
• Maintain Business Recovery Procedures and required certifications.
• Ensure quality standards and operational best practices are consistently followed.
• Deliver exceptional customer service and maintain high levels of client satisfaction.
• Monitor workflow adherence to ensure service level agreements (SLAs) and customer service targets are achieved.
• Escalate unresolved customer issues and operational concerns to the appropriate stakeholders.
• Provide recommendations for improving service efficiency and contribute to the development of new processes where required.
• Manage resource planning and capacity requirements to support current operations and future business growth.
• Assist in the preparation and management of departmental budgets.
• Act as an escalation point for resource allocation across teams and projects to ensure successful project delivery.
• Identify operational risks and implement effective risk management strategies.
• Coordinate the preparation and distribution of management information and operational reporting.
• Ensure all team members receive adequate training and maintain a strong understanding of relevant processes and procedures.
• Lead, mentor, and supervise the Operations team within the APAC office.
• Define team goals, objectives, and performance expectations.
• Participate in performance management activities, including setting measurable targets, conducting evaluations, and supporting employee development.
• Serve as a key point of contact and support for employees within the department.
• Perform additional duties as assigned.