Merchant Operations Manager

We're hiring a Merchant Operations & Risk Manager for a fast-growing payments company.

The company helps merchants accept card payments, and it has grown faster than its processes and controls. This role steps in to tighten operations, manage risk, and build a setup the team can run on its own. You'll work as an individual contributor inside the business, getting teams to move together rather than managing a large team.

📍This is an initial 12-month contract based in Metro Manila.

What you'll do

• Oversee day-to-day acquiring operations, from merchant onboarding to settlement, disputes, and servicing
• Spot gaps in processes and controls, and fix them
• Keep the business in line with card scheme rules and regulations, and track every fix until it's closed
• Strengthen how merchants are onboarded, monitored, and risk-assessed
• Build dashboards that show how the merchant portfolio is performing
• Lead working sessions with Operations, Risk, Compliance, Finance, Product, and Tech
• Give senior leaders clear, regular updates

What we're looking for

• 5+ years in merchant acquiring, payments, banking, fintech, or card schemes
• Solid grasp of merchant processing, settlement, disputes, and fraud
• Working knowledge of Visa and Mastercard rules
• Experience with chargebacks, fraud controls, and PCI DSS
• A record of leading projects across several teams
• Sharp analysis and clear communication with senior stakeholders

Nice to have

• Experience at a PayFac, PSP, or merchant aggregator
• Pricing and profitability analysis
• Reconciliation and settlement process design
• Consulting or transformation experience

Your experience needs to be on the merchant side of payments. Card issuing-only backgrounds won't be the right fit.

• Support the development and refinement of partner marketing strategies, ensuring alignment with business priorities and local market needs.
• Launch and manage marketing programs with and through partners, including co-marketing campaigns, enablement initiatives, events, and digital marketing activities.
• Collect, consolidate, and analyze data from multiple sources to evaluate program effectiveness and identify trends, opportunities, and areas for improvement.
• Develop and maintain reporting mechanisms to track KPIs, ROI, and program performance, providing recommendations to stakeholders.
• Act as a liaison between partners and internal stakeholders to ensure alignment, collaboration, and successful execution of initiatives.
• Support the development and delivery of marketing content, collateral, tools, and training materials for partner engagement and enablement.
• Monitor market trends, competitive developments, and partner ecosystem changes to inform marketing strategies and programs.
• Leverage AI tools and technologies to improve marketing effectiveness, automation, reporting, and operational efficiency.
• Proactively explore new technologies, tools, and approaches to enhance program performance and drive innovation.

• At least 7 years of experience in marketing, partner marketing, channel marketing, alliances marketing, or related disciplines.
• Proven track record of developing and executing successful marketing strategies and programs.
• Experience working with partners across multiple markets and understanding regional business practices and cultural considerations.
• Strong program and project management skills, including managing multiple initiatives, stakeholders, timelines, and deliverables.
• Excellent written and verbal communication skills.
• Strong analytical capabilities, with experience using data to drive decision-making and measure program impact.
• Experience creating marketing content, enablement materials, and partner-facing communications.
• Demonstrated ability to collaborate effectively across complex organizations and influence stakeholders at various levels.
• Proficiency with AI tools and technologies to improve productivity, automate workflows, and enhance marketing outcomes.
• Experience consolidating data from multiple sources and translating findings into actionable insights and recommendations.
• Knowledge of digital marketing channels, campaign execution, and performance measurement.
• Strong problem-solving skills, adaptability, and ability to operate in a fast-paced environment.
• Curiosity, growth mindset, and commitment to continuous learning and adoption of new technologies.

• Develop long-term strategic relationships with key accounts, maintaining a comprehensive view of client needs and objectives.
• Own business development activities, project management initiatives, and client requests from initiation through successful delivery.
• Act as the primary point of contact for assigned client accounts.
• Ensure high levels of client satisfaction through regular engagement and feedback collection.
• Collaborate across internal teams to identify issues, drive solutions, and improve client outcomes.
• Work independently to deliver results while adapting quickly to new concepts, products, technologies, and business models.

• Understanding of financial product platforms, workflows, and lifecycle processes.
• Ability to understand, prioritize, and manage client requirements effectively.
• Consultative approach to client engagement with strong problem-solving skills.
• Experience creating and managing project plans, including tasks, milestones, dependencies, and timelines.
• Excellent communication and stakeholder management skills.
• Ability to create, track, and manage budgets, forecasts, and actuals.
• Strong interest in technology with the ability to learn new systems quickly.
• Minimum 5 years of experience in consulting, financial services, technology, or a related industry.
• Bachelor's or Master's degree, preferably in Finance, Engineering, Computer Science, or a related discipline.

We are looking for a Business Analyst to support a wealth management-focused technology and process initiative for a major financial institution in Hong Kong. This is a hands-on delivery role working closely with business stakeholders, product teams, and technical delivery teams to translate business requirements into actionable specifications within the wealth management domain.

Candidates must have hands-on experience within a wealth management or private banking environment.

Key Responsibilities

• Gather, document, and validate business requirements from wealth management stakeholders
• Translate business needs into functional requirements, user stories, and process flows for development teams
• Collaborate with UX, engineering, and QA teams throughout the delivery lifecycle
• Support UAT planning and execution, ensuring solutions meet business and regulatory requirements
• Work across systems relevant to wealth management operations, including client onboarding, KYC, portfolio, or advisory platforms
• Liaise between business and technology teams to manage scope, priorities, and delivery timelines
• Ensure alignment with regulatory and compliance standards within the wealth management space

What We're Looking For

• Proven track record within wealth management, private banking, or private wealth
• Experience in business analysis, requirements gathering, or project delivery within financial services
• Background with a private bank, wealth manager, or consulting/SI vendor serving a banking client
• Experience with client onboarding, KYC, CRM, or investment/advisory platforms
• Strong requirements-gathering and stakeholder management skills
• Strong written and spoken English and Cantonese

If you are a wealth-focused BA seeking a role that bridges business, technology, and regulatory delivery within private banking, we would love to connect.

This is a 12-month contract role based in Hong Kong.

• Direct the full lifecycle delivery of large, complex software implementation programmes, from initial discovery and planning through launch, stabilisation, and transition into ongoing operations.
• Establish and manage senior-level programme governance, including steering meetings, risk and issue tracking, decision records, and portfolio reporting.
• Maintain effective control over programme scope, budgets, timelines, resources, and deliverables across multiple concurrent initiatives.
• Coordinate teams across product, technology, engineering, operations, and other business functions to achieve practical, sustainable delivery outcomes.
• Serve as the senior escalation point for programme risks and delivery challenges, identifying issues early and driving resolution across internal and client teams.
• Track programme and portfolio performance through agreed metrics and reporting tools, highlighting risks, dependencies, and required corrective actions.
• Contribute to the development and implementation of consistent, scalable delivery standards and programme management practices.
• Take senior ownership of key client relationships and develop trusted partnerships with executive stakeholders throughout the engagement lifecycle.
• Lead regular executive governance discussions covering relationship health, strategic priorities, delivery progress, and issue resolution.
• Develop and execute account plans, identify opportunities for growth, and collaborate with commercial teams on expansion strategies.
• Represent client priorities internally while balancing wider business objectives and ensuring services remain aligned with client requirements.
• Monitor the operational health of client accounts, including service satisfaction, service-level performance, system performance, and project status.
• Lead renewal activities for assigned accounts, including commercial discussions and coordination with legal and internal stakeholders.
• Manage critical client escalations with urgency, empathy, and professionalism.

• Bachelor’s or Master’s degree in Business, Technology, or a related discipline, with an MBA considered an advantage.
• At least 15 years of relevant professional experience, including 10 or more years in senior programme management, implementation, or delivery leadership roles.
• Demonstrated success delivering large-scale, complex software implementations across extended programme lifecycles.
• Strong working knowledge of software delivery methodologies and experience operating in product-led environments.
• Proven experience leading teams of implementation or delivery professionals.
• At least 10 years of B2B client-facing experience, including responsibility for developing and managing senior executive relationships.
• Experience leading executive governance forums, including steering committees, business reviews, and senior stakeholder briefings.
• Strong understanding of enterprise technology platforms, operational processes, and complex service delivery environments.
• Commercial experience covering contract renewals, account growth, revenue responsibility, and measurable improvements in client satisfaction.
• Excellent written and verbal communication skills, with the ability to work effectively with delivery teams, cross-functional stakeholders, and senior executives.
• Proven ability to influence stakeholders and senior leaders without relying on direct authority.
• Strong organisation, judgement, and decision-making skills, with the ability to work independently, manage competing priorities, and escalate appropriately.
• Proficiency in programme management, reporting, and collaboration tools such as Smartsheet, Jira, Confluence, Microsoft Project, and Power BI.
• Strong attention to scope management, risk control, delivery governance, and reporting accuracy.
• PRINCE2, PMP, or an equivalent programme management qualification is preferred.
• Experience in management consulting, enterprise software, or technology-enabled services is advantageous.
• Strong analytical capabilities and the ability to understand new concepts, business models, and technologies quickly.

Responsibilities:

• Manage customer accounts related to invoicing, credit, collections, and accounts receivable activities.
• Review and approve new credit applications and credit limit requests in accordance with internal policies and procedures.
• Monitor and follow up on collection activities, outstanding payments, and remittance details.
• Investigate, manage, and resolve billing disputes with internal and external stakeholders.
• Review cash application activities and write-offs to ensure accuracy and compliance with customer instructions.
• Respond to customer queries and perform operational activities in line with established processes and procedures.
• Validate and process credit rebills, credit memos, and dispute requests.
• Download invoices and prepare statements of account as requested by stakeholders and customers.
• Follow established collection procedures, processes, and schedules to support timely payment recovery.
• Collaborate with internal and external stakeholders to achieve collection targets and service levels.
• Monitor and ensure the accuracy of cash application processes and related financial transactions.
• Review and assess customer creditworthiness, financial risk, and credit exposure.
• Ensure compliance with internal policies, controls, and governance requirements.

Requirements:

• At least 3 years of experience in accounts receivable, credit, and collections functions.
• Demonstrated experience improving, redesigning, or automating finance processes and workflows.
• Experience using AI-enabled productivity and automation tools is preferred.
• Strong financial analysis and financial statement interpretation skills.
• Strong attention to detail, analytical thinking, and problem-solving abilities.
• Excellent stakeholder management and communication skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Bachelor's degree or equivalent tertiary qualification.

• Support the execution of growth priorities through the OKR process, ensuring priorities are translated into measurable outcomes and reviewed consistently.
• Manage strategic initiatives, keeping teams aligned on priorities, milestones, dependencies, risks, and outcomes.
• Develop strategy communications, including executive reviews, leadership updates, and materials that provide clear visibility into progress, performance, and key decisions.
• Partner with analytics teams to validate performance metrics, test data and insights, and help develop measures that strengthen strategic decision-making.
• Use AI-enabled approaches to synthesize complex information, build analytical models, develop executive narratives, and identify insights that improve strategic decision-making.

• Partner with strategy and business leaders to identify, evaluate, and prioritize growth opportunities.
• Combine external market intelligence with internal business analytics to generate insights, evidence, and recommendations that inform strategic choices.
• Monitor macroeconomic, industry, and customer trends, translating relevant signals into business implications.
• Apply market-sizing frameworks, test assumptions, and identify emerging opportunities.
• Analyze customer signals to understand areas of strength and factors constraining growth.
• Integrate external and internal intelligence to identify growth opportunities and determine which can be scaled across multiple markets.
• Use AI-enabled approaches to continuously scan markets, automate research and analysis, identify patterns across large datasets, and accelerate insight generation.

• At least 5 years of experience in consulting, strategy and operations, strategic projects, or business or commercial roles.
• Strong analytical capability and fluency with AI, with the ability to rapidly synthesize information, form and test hypotheses, identify meaningful patterns, and develop clear, data-driven recommendations with strong attention to detail.
• Strong program management skills, including the ability to establish operating rhythms, manage stakeholders, and maintain momentum across cross-functional initiatives and workstreams.
• Proficiency in Excel and PowerPoint, with experience managing large datasets and visualizing insights.
• Excellent written and verbal communication skills, with the ability to work effectively with sales leaders across multiple markets.
• Experience working across multiple markets, stakeholders, and functions to influence outcomes without direct authority.
• Ability to thrive in ambiguity, with a bias for action, ownership, learning, and continuous improvement.
• Previous experience working with go-to-market or sales teams.
• MBA from a leading university, preferably focused on strategy, finance, or business operations.
• Business, go-to-market, or sales certification is an advantage.

We're supporting our client, a global financial services group with a long-standing presence across major markets, known for blending deep banking expertise with a strong push into digital transformation. Their technology teams sit at the heart of how they build and modernise the platforms clients rely on every day.

Our client is looking for an experienced Technical Business Analyst to join their Lending Platforms team. You'll work closely with product, credit, operations, and engineering teams to shape how their lending products are delivered — from application through to disbursement and servicing.

What you'll do

• Gather and document requirements from business and technical stakeholders
• Map out the lending process end-to-end and flag risks or gaps along the way
• Turn business needs into clear user stories, specs, and process flows
• Work with product owners to shape and prioritise the backlog
• Support testing, UAT, and smooth rollout of new features
• Keep stakeholders in the loop through releases and changes

What you bring

• 7+ years in financial services technology, with 3-5 years in business analysis or product delivery
• Extensive experience in technical aspect of products or platforms.
• Solid experience with lending or credit products and their operational workflows
• Comfortable working in Agile/Scrum teams
• Strong hands with tools like Jira, Confluence, Azure DevOps, SQL, or similar
• Clear communicator who can simplify complex ideas for different audiences
• A degree in a related field, or equivalent hands-on experience

📍This is a hybrid role in Kuala Lumpur, Malaysia.

✋ Only open to Malaysian citizens, Permanent Residents, or those who do not require visa sponsorship.

Position Overview

We are seeking a seasoned Change Management Project Manager to lead user adoption, stakeholder engagement, and transition strategies for a large-scale, multi-region software implementation.

In this role, you will drive the change management lifecycle for a critical cross-functional platform rollout bridging communication and service management tools (combining email and ticketing workflows). Operating within a complex, global matrix environment—specifically partnering with a major multinational financial institution—you will ensure smooth adoption across 14 to 15 entities spanning the APAC region.

Key Responsibilities

• Change Management Strategy: Develop and execute comprehensive change management and communication plans tailored to diverse regional audiences and business units.

• Stakeholder Engagement & Management: Partner closely with regional and global stakeholders, project sponsors, and business leaders to align expectations, mitigate resistance, and drive active engagement.

• Transition & Training Execution: Design and oversee user readiness programs, training frameworks, and transition roadmaps to ensure minimal disruption to ongoing business operations during go-live.

• Cross-Functional Collaboration: Work hand-in-hand with technical project managers, system integrators, and IT teams to ensure the human element of change aligns seamlessly with technical delivery milestones.

• Impact Assessment & Feedback Loops: Establish metrics and feedback mechanisms to measure user adoption rates, address friction points, and continuously optimize change strategies throughout the deployment lifecycle.

Qualifications & Competencies

• Experience: Proven track record (typically 5+ years) in change management, project management, or organizational transformation, ideally within the banking, financial services, or large global enterprise sectors.

• Global Scope Management: Demonstrated experience managing change initiatives across multiple countries and cultural landscapes, with a specific focus on the APAC region.

• Technical Familiarity: Experience supporting the rollout of enterprise-grade software, productivity tools, or service management ticketing systems (e.g., ServiceNow, integrated communication platforms).

• Communication & Negotiation: Exceptional communication, facilitation, and interpersonal skills with a strong ability to navigate difficult stakeholder scenarios, build consensus, and influence without direct authority.

• Structured Approach: Strong analytical and problem-solving skills to anticipate risks, design mitigation strategies, and manage complex project timelines.

Background
As part of a broader group-wide initiative, the local entity will be rolling out several international projects during 2026. Three initiatives are currently confirmed:

• A new tool for managing projects
• A replacement core HR system
• A set of new web-based portals

Role Overview
This person will sit at the intersection of the global head office, the regional APAC office, and the local Hong Kong/Taiwan team — making sure work happening at the regional and local level stays aligned, and keeping central teams updated on how implementation is progressing.

Key Responsibilities

• Drive and coordinate the local rollout of the above group-wide initiatives
• Serve as the main point of contact linking global HQ, the APAC regional office, and the local team
• Keep regional and local workstreams moving in sync with each other
• Provide regular progress updates to the global/central team
• Build and maintain relationships across all parties involved in the projects
• Keep stakeholders engaged and supportive from project kickoff through to completion

Requirements

• Must be fluent in Cantonese

roject Manager – Business Restructuring

Overview:
A compact team is going through an operational restructuring aimed at improving how the business runs day to day. We're looking for a Project Manager who can steer this transition from start to finish, balancing regulatory diligence with hands-on delivery.

Key Responsibilities:

• Review the planned changes through multiple lenses before they're rolled out:
  • From the customer's side — check that any shift complies with insurance rules in the market, particularly around how and when customers are informed or asked for consent, depending on the product line involved
  • From the partner's side — confirm the changes hold up against local insurance requirements, and advise on how much detail should reasonably be shared with external partners
  • From a compliance standpoint — make sure the broader restructuring fits within what regulators expect locally
• Spot potential roadblocks early and keep the rollout moving in step with the agreed local timeline
• Take ownership of how the project is run overall — this covers keeping stakeholders aligned, setting up the project's structure, drafting and maintaining the restructuring roadmap, and staying in close contact with local representatives throughout

Requirements:

• Fluent Cantonese speaker

What you’ll be doing:
• Support purchase order creation, updates, and processing
• Review transactions to ensure accuracy and compliance with internal policies
• Handle invoice and PO discrepancies and resolve issues within workflows
• Work closely with finance, procurement, and internal stakeholders
• Respond to supplier and internal queries
• Monitor open transactions and support month-end closing activities
• Identify gaps and suggest improvements across P2P processes

What we’re looking for:
• Experience in Procure-to-Pay or finance operations
• Strong understanding of PO workflows and accounting basics
• Comfortable handling high-volume transactions with accuracy
• Proficient in Excel and ERP systems (Workday is a plus)
• Strong communication and stakeholder management skills
• Detail-oriented, proactive, and able to work independently