Head of Operations, APAC

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🕒 December 30, 2025

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Manila Recruitment

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2010

🎯 Recruiter

🏢 Enterprise

Recruitment • Enterprise

Manila Recruitment is a leading recruitment agency based in the Philippines, specializing in innovative talent sourcing and headhunting services. The agency provides a wide range of recruitment solutions including executive search, IT recruitment, offshore staffing solutions, remote staffing, and more. With a focus on understanding clients' strategic business objectives, Manila Recruitment offers tailored recruitment strategies for multinationals, corporations, and start-ups entering the Filipino market. The firm prides itself on a process-driven approach, offering comprehensive candidate guarantees and a database of over 250,000 candidates. Certified headhunters at Manila Recruitment are dedicated to passive candidate sourcing, ensuring quality hires that align with company culture and requirements.

📋 Description

• Lead and oversee the full APAC operations function, ensuring stable, secure, and efficient day-to-day production across customer support, incident resolution, chargebacks, fraud, and business-as-usual processing • Ensure operational excellence by maintaining high control standards, enforcing policies, workflows, and quality frameworks, and meeting agreed service levels • Act as the primary escalation point for critical operational issues, client concerns, and resource requirements to ensure timely resolution and minimal downstream impact • Drive continuous improvement initiatives, including process optimization, automation, and efficiency enhancements across operations • Manage risk and compliance by conducting ongoing risk assessments, ensuring adherence to security and regulatory requirements, and maintaining business recovery and continuity procedures • Lead capacity planning and resource management to support current operational demands and future growth • Collaborate closely with global stakeholders and regional teams to align operational objectives, share best practices, and support cross-functional initiatives • Oversee team leadership and development by setting clear goals, managing performance, conducting appraisals, and ensuring appropriate training and capability readiness • Monitor and report operational performance through management information and metrics, providing insights and recommendations where needed • Support departmental planning, including budget inputs and operational forecasting, to ensure sustainable and scalable operations

🎯 Requirements

• Bachelor’s Degree or equivalent in a related field • Minimum of 3 years’ experience in the Card Industry • Management experience in Service / Operations or any other related industry, • Preferably in an international/multicultural environment • Ideally candidates should have solid appreciation in Information Technology • Demonstrable experience in providing excellent customer service • Competence in using Microsoft Office and Business Software at a proficient level • Working experience of BankWORKS® will be considered an asset • Risk and Security aware • Good presentation skills • Excellent leadership, management and communication skills with the strong ability to train, coach, mentor and motivate others. • Card Payments industry experience is required. • Dispute/Chargeback experience is a nice to have, but not essential since they now have a Dispute Manager in Malta. • Preferred Sources for Candidates (in order of priority): • 1. Global payments companies (e.g., PayPal) • 2. BPOs with fintech or card-processing accounts (e.g., Visa/Mastercard teams) • 3. Traditional banks • 4. Digital banks (e.g., GCash)