Head of Operations (Customer Service and Fulfillment)

Location: Hybrid role based in the Hong Kong or Singapore office, with regional responsibilities across the Group’s markets.

Company

hirify.global is a tech- and AI-powered personal finance aggregation and comparison platform helping consumers discover, compare, and choose financial products across insurance and banking.

What you will do

• Set and execute the regional operating strategy for Customer Service and Fulfillment across multiple markets.
• Establish scalable operating models, service standards, governance frameworks, performance targets, and reporting disciplines.
• Lead customer service improvements covering satisfaction, service quality, response and resolution times, complaints, and customer communications.
• Oversee physical and digital reward fulfillment, including inventory, delivery lead times, backlog management, supplier performance, and operational controls.
• Drive continuous improvement, automation, AI-enabled solutions, systems transformation, and operational data usage.
• Lead, coach, and develop managers and senior team members while building succession plans and organisational capability.

Requirements

• Bachelor’s degree in Business Administration, Operations Management, or a related field; a postgraduate qualification is an advantage.
• At least 12 years of relevant experience in operations, customer service, fulfillment, business process improvement, or a related function.
• At least 5 years of senior leadership experience, including leading managers and teams across multiple markets or locations.
• Experience leading operational transformation, process redesign, automation, and customer-experience initiatives.
• Strong experience establishing scalable operating models, service standards, performance metrics, and governance frameworks.
• Strong commercial judgment, analytical capability, operational risk-management skills, and the ability to lead complex cross-functional programmes.

Nice to have

• Experience in a digital, technology, marketplace, e-commerce, financial-services, or growth-stage business.
• Experience with rewards operations, customer-operations technology, fulfillment systems, or contact-centre operations.

Culture & Benefits

• Annual leave, birthday leave, tenure leave, and international remote work leave.
• Professional training, career advancement, and internal mobility opportunities.
• Insurance coverage and a mental wellness programme.
• Opportunity to contribute to financial solutions serving customers across four markets.
• Inclusive and diverse working environment with a focus on impact, collaboration, and continuous growth.