Global Payments Operations Manager (Contract)
Location: Singapore
Contract Type: 6-12 months contract (Extendable & Convertible)
Key Responsibilities
- Lead day-to-day GPS Operations in GSC for migrated processes (Payments, Cheques, Screening, Time Deposits, Account Maintenance), ensuring transactions are authorised within delegated limits.
- Deliver agreed SLAs consistently, maintaining strong service levels, timelines, and customer outcomes.
- Own and drive delivery of GPS Operations change initiatives, including industry and internal projects, ensuring controlled governance and on-time implementation.
- Build proactive engagement with internal customers and senior stakeholders in-country and across global functions to drive service performance and continuous improvement.
- Oversee outsourced activities, ensuring service performance meets predefined standards and contractual/operational expectations.
- Strengthen quality and productivity through error tracking, root-cause analysis, best-practice adoption, and continuous workflow/process improvements to reduce losses and cost.
- Maintain robust controls and audit/regulatory readiness, including timely closure of internal/external audit actions and adherence to Group standards (FIM/BIM).
- Manage operational risk and resilience by monitoring exceptions, ensuring suspense account balancing and timely remediation, activating contingency plans, and escalating material issues appropriately.
Job Requirements
- Proven leadership experience in operations/processing, ideally within a GSC or operations environment.
- Strong operational management capability, including SLA delivery, capacity planning, productivity/cost management, and continuous improvement (Lean) mindset.
- Strong understanding of operational risk, controls, audit and compliance expectations in a regulated banking environment, with working knowledge of policy requirements.
- Excellent stakeholder management and communication skills, able to influence across functions, regions, and with external/industry counterparts.
- Demonstrated people leadership capability: coaching, performance management, training needs identification, and building a high-morale, collaborative team culture.
- A resilient, self-starter capable of driving performance sometimes in ill-defined / new domains often on a virtual / remote basis
