Head Of Service Operations (Fintech)

TL;DR

Head of Service Operations (Fintech): Leading the APAC front-line support organization for financial technology products with an accent on operational standardization, resource planning, and cross-functional collaboration. Focus on driving scalable support models, managing regional KPIs, and ensuring service excellence for enterprise clients.

Location: Must be based in Manila, Philippines. Role requires a hybrid setup with 2-3 days per week in the office.

Company

hirify.global provides enterprise data management solutions and investment intelligence to the global investment community, powering over US$75 trillion in assets under management.

What you will do

• Lead and manage the APAC front-line support organization, overseeing team leads across multiple products.
• Own end-to-end workforce planning, capacity management, and shift scheduling for the region.
• Champion global standardization of workflows, escalation protocols, and documentation practices.
• Act as the senior escalation point for major regional incidents and high-impact client issues.
• Collaborate with Product, Engineering, and AI teams to drive support readiness and workflow improvements.
• Manage regional KPIs including SLA performance, resolution times, and client satisfaction scores.

Requirements

• 5+ years of experience in client operations or support within a financial services technology firm.
• 3-5 years of experience in a regional leadership role.
• Proven track record in scaling support operations and leading multi-product teams.
• Strong knowledge of UI-based platforms and complex financial data workflows.
• Skilled in resource planning, operational reporting, and stakeholder management.
• Must be amenable to a hybrid work setup (2-3 days per week in the Manila office).

Culture & Benefits

• Opportunity to lead regional operations for a global leader in investment intelligence.
• Focus on a client-centric culture with emphasis on accountability and continuous improvement.
• Commitment to diversity, inclusion, and professional career progression.
• Collaboration with global teams across Product, Engineering, and Business Optimization.