dtcpay is a MAS licensed payment service provider that bridges traditional finance and digital assets. We enable businesses to accept and make payments in both fiat and digital currencies, delivering secure, efficient, and seamless payment experiences across borders. As we expand globally, we are shaping the future of digital payments.

We are also recognised as one of Singapore’s Top 10 Startups in the LinkedIn Top Startups 2025 list, a reflection of our momentum and the exciting journey ahead for our team.

The Senior Operations Manager will play a key leadership role in driving operational excellence across the organization. This role is responsible for governing the Operations team’s KPIs, ensuring process efficiency, and developing new policies and workflows that support scalable, high‑quality operations. Working closely with the Head of Operations, the Senior Operations Manager will oversee day‑to‑day performance, identify improvement opportunities, and implement strategic initiatives that enhance service delivery, compliance, and overall operational effectiveness.

What You'll Do:

1. Strategic Leadership

• Define and execute the SEA operations strategy across card issuing, acquiring, stablecoin payments, and DPT services
• Build a lean, expert, AI-augmented organisation that scales without proportional headcount growth
• Partner with the COO and C-level on operating models and cross-functional initiatives
• Represent operations in board reporting, investor discussions, and regulatory engagements

2. Operations Management

• Card Operations ← Primary Focus

This function demands a leader with genuine hands-on depth — someone who has personally navigated card programme operations from the inside and can roll up their sleeves when it matters.we need someone who can walk into a scheme audit, own a reconciliation break, or rebuild a dispute workflow from scratch.

• • Own card issuing programmes across Corporate, Individual, and B2B2C Card — full lifecycle from application through cancellation, to scheme standards at every stage
  • Own Visa and Mastercard issuing operations in full — BIN management, scheme compliance, mandate tracking, and certification cycles
  • Drive authorisation monitoring, 3DS tuning, fraud rule configuration, and chargeback management end-to-end
  • Define and own card programme SLAs — and hold the team to the same standard you hold yourself
  • Lead card reconciliation and ensure exceptions are resolved within agreed timelines
  • Partner with Internal Product on the card platform roadmap — author BRDs and ensure what gets built works in production
• Customer Service ← Primary Focus

CS is the clearest signal of whether operations are actually working. We need a leader who has built and run CS at scale — someone who knows what a broken escalation path feels like, can spot a training gap from a complaint trend, and holds a vendor team to the same standard as their own.

• • Lead multi-tiered CS operations (L1 / L2 / L3) across all channels — inbound and outbound, customer and merchant
  • Own CS SLAs and build the reporting infrastructure to track them in real time
  • Manage vendor and internal specialist teams to consistent quality, training, and compliance standards
  • Drive AI-powered CS transformation — chatbots, L1 automation, intelligent routing — measured by deflection rate and CSAT impact
  • Build escalation frameworks, knowledge infrastructure, and training programmes so quality does not depend on who is on shift
  • Run a programme that turns complaint trends into structural fixes across Product and Operations
• Payment Ops · Compliance Ops · Treasury Ops

Beyond Card Ops and CS, this role carries full accountability across three additional functions. Across Payment Ops, own merchant acquiring end-to-end — processing, scheme operations (Visa / Mastercard / WeChat Pay / Alipay), reconciliation, settlement, and chargeback management. In Compliance Ops, oversee customer onboarding, KYC / KYB execution, and periodic reviews — maintaining a clear boundary with second-line Compliance. In Treasury Ops, manage pay-in / pay-out processing, fund monitoring, and daily reconciliation with timely resolution of all exceptions.

3. People & Organisation

• Directly manage functional leads across all five operations functions
• Own headcount planning, capacity modelling, and workforce allocation
• Lead structured performance management — OKRs, reviews, feedback, promotion and PIP decisions
• Build talent pipelines in card issuing and CS; manage succession and eliminate single-points-of-failure
• Manage multiple L1/L2 CS and operations teams from vendors and partners
• Drive talent strategy: recruit specialised payment operations expertise, transition existing team members through training and role evolution, manage attrition and replacement decisions
• Build a cohesive cross-site culture between SG and KL through regular on-site presence

4. Transformation, Collaboration & Risk

• Lead the operations side of dtcpay's AI-native transformation — identify automation opportunities, define BRDs/PRDs, and manage the change management and people transition through automation rollout
• Partner with Compliance, Finance, Product, Tech, and IT Governance on shared workflows, digitisation roadmap, and regulatory operations
• Own first-line risk management; ensure all operations meet MAS MPI, Visa / Mastercard scheme rules, and PCI DSS requirements
• Lead operations-side response to audits and regulatory examinations; maintain audit-ready documentation, SOPs, and evidence trails at all times

What We're Looking For:

1. Experience & Background

• 8+ years of operations leadership in payments, card issuing, or regulated financial services — at least 3 years at senior management level
• Track record at a licensed payment institution, e-money issuer, acquiring bank, or major bank's cards/payments division — with direct MAS, BNM, or equivalent regulatory exposure
• Deep, hands-on card operations expertise is required: Visa / Mastercard issuing programme management, full card lifecycle, fraud and 3DS, chargeback and dispute management, and card reconciliation
• Proven experience of building and running large-scale CS operations (100+ agents or equivalent vendor capacity) — multi-tier model design, AI-driven transformation, and complaint management
• Familiarity with at least one of: merchant acquiring, KYC/KYB onboarding, or treasury / funds operations
• Experience leading multi-location teams of 30+ across SEA strongly preferred

2. Technical Knowledge

• Deep knowledge of card ecosystems: Visa / Mastercard scheme rules, BIN management, ISO 8583, authorisation flows, 3DS, disputes, interchange, and settlement
• Strong grasp of MAS PSA (MPI), PCI DSS, AML/CFT, and scheme compliance obligations
• Familiarity with stablecoin payments, DPT operations, and AI-native payment infrastructure is a strong plus

3. Leadership

• Proven track record building and developing a high-performing operations team across SEA regions
• Structured on performance management — OKRs, underperformance, and promotions handled with clarity
• Strategic thinker who can define a 3-year operations vision and translate it into quarterly execution plans
• Excellent English; Mandarin a strong plus given dtcpay's bilingual culture and regional operations

4. Location & Reporting

• Based in Kuala Lumpur or Singapore, with regular travel between both locations
• Reports to the Group COO
• Direct management: Card Ops, CS, Payment Ops, Compliance Ops, Treasury Ops leads
• Indirect / matrix: vendor and partner operations teams