Head of Customer Success & Operations, Asia Pacific

Job description

Tribe is a next-generation international issuer and acquirer payments processor, built to power innovation in financial services. With a modular, API-first architecture, Tribe delivers end-to-end digital payment solutions across issuing and acquiring and non-card payments, enabling fintech and bank partners to launch, scale, and operate with agility. ### Role summary This is a senior regional role responsible for retaining, delivering for and growing Tribe's customer base across Asia Pacific. You will own the post-sale customer experience in the region, leading customer success, onboarding, operational delivery and service management so that customers launch smoothly, run reliably and grow with Tribe over the long term. Reporting to the General Manager, Asia Pacific, and working closely with Tribe's global teams, you will shape and build a scalable APAC operating model, and the local team to run it, across one of the most diverse and fast-moving payments regions in the world. This is a hands-on role in a growing business: you'll set the direction and build the foundations while staying close to customers and delivery. ### What would you do - **Customer Success & Relationship Management:** Own senior relationships with Tribe's APAC customers, acting as their key point of contact from onboarding through live service and long-term growth. - **Customer Retention & Growth:** Drive retention and account growth by identifying opportunities to increase processing volumes and expand the use of Tribe's products and services within existing customers. - **Escalation & Service Management:** Act as the senior escalation point for customers, coordinating with global teams to resolve operational, service and delivery issues quickly and transparently. - **Customer Onboarding & Delivery:** Support customer onboarding and operational delivery, coordinating Product, Technology, Operations, Risk, Compliance and other global functions to ensure successful, on-time launches. - **Cross-Functional Collaboration:** Partner with Sales & Solutions and Technical Implementation to ensure a seamless handover and a joined-up customer experience from signed agreement to live processing. - **Regional Operating Model:** Work with the GM to design and build the processes, infrastructure and capabilities needed to scale Tribe's APAC business efficiently. - **Operational Governance:** Establish and manage regional service standards, governance, SLAs and KPIs, and report on operational and customer performance. - **APAC Market Expertise:** Apply deep knowledge of APAC payment schemes, regulatory environments and market practices so that customers receive relevant, locally informed support. - **Team Leadership & Development:** Build and lead Tribe's APAC Customer Success and Operations team, hiring and developing strong local talent and creating a future leadership pipeline. ### Experience & Competencies - Extensive senior experience (typically 15+ years) in payments, fintech, banking or financial services, including significant leadership in customer success, operations, implementation or service management. - A proven track record of managing senior customer relationships and delivering complex payment programmes. - Hands-on experience running customer onboarding, service delivery, operational governance and complex escalations. - Experience building processes and teams in a growing or scaling business. - Experience working across multiple APAC markets and within a matrixed global organisation (desirable). - An established network across banks, fintechs, PSPs, merchants and the wider APAC payments ecosystem (desirable). - Deep understanding of payment processing, issuing, acquiring and digital payments across Asia Pacific. - Strong knowledge of card schemes, payment infrastructure, operational requirements and regulatory environments in the region. - Strong commercial awareness, with a clear understanding of how customer experience, retention and operational performance drive revenue and processing growth. - An entrepreneurial mindset, comfortable setting strategy while remaining hands-on. - Excellent communication and stakeholder management skills, with the ability to influence senior customers and internal leadership. - Strong leadership capability, with the ability to attract, develop and motivate high-performing teams. ### What we offer - Opportunity to lead and scale a high-growth business in one of the world’s most dynamic regions. - Hybrid working environment in Singapore, with flexibility and autonomy. - Competitive compensation package with performance-based incentives. - A collaborative, mission-driven team at the forefront of global payments innovation. ### **A few Tribe perks** - Learning Days - Flexible Benefits - Workation - Team Buildings - Birthday Day Off - Loyalty Program - Tribe Vibe