Head of Operations, FS APAC

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Publish Date: Jul 16, 2021

Location: Midvalley, Kuala Lumpur, MY

Company: worldline

About Worldline
Worldline [Euronext: WLN] is the European leader in the payment and transactional services industry. With innovation at the core of its DNA, Worldline’s core offerings include pan-European and domestic Commercial Acquiring for physical or online businesses, secured payment transaction processing for banks and financial institutions, as well as transactional services in e-Ticketing and for local and central public agencies. Thanks to a presence in 30+ countries, Worldline is the payment partner of choice for merchants, banks, public transport operators, government agencies and industrial companies, delivering cutting-edge digital services. Worldline’s activities are organized around three axes: Merchant Services, Financial Services including equensWorldline and Mobility & e-Transactional Services. Worldline employs circa 12,000 people worldwide, with 2019 revenue of circa 5.3 billion euros. worldline.com


Job Responsibilities:


  • Report directly to  FS APAC CEO and work closely with each Head of Departments and Country Heads to organize and oversee the daily business operations of Worldline APAC i.e. Malaysia, Singapore, Indonesia, China, Hong Kong, Taiwan.
  • Strategise and provide full support of APAC business plan with well coordination of resources, maximise productivity and skills within agreed parameters of cost, timescales, and quality.
  • Analyse and understand from business perspectives of financial and operational areas (e.g. operational efficiency, cost awareness, policy and control- related issues) and develop/change of new and alternative approaches including new innovation and technology to enhance better business activities.
  • Responsible for providing targeted business and market intelligence and analysis and competitor benchmarking. Identify potential impacts and actions for Worldline APAC.
  • Participate in annual budgeting and business planning.
  • Responsible for the implementation and deployment of effective processes, systems and standards.
  •  Provides guidance and direction to execute project reviews and evaluation with senior stakeholders. Demonstrates effectiveness as an external, independent assessor on complex projects, recommending feasible improvements/alternatives based on thought leadership (extensive experience, multiple approaches and best practice).
  • Owns and leads major change initiatives wherever possible. Demonstrates courage in pursuing goals and objectives. Identifies and overcomes barriers to success, whilst inspiring others to work towards a clear future direction. 
  • Identifies and manages risks, issues and assumptions on portfolio of complex projects, where risks include political and/or reputational damage.
  • Regularly discusses goals and expectations with all relevant people, removing obstacles where necessary. Maintains a view on the bigger picture, even in very complex situations, evaluating interim results and their effect on achieving overall goals.
  • Presents new ideas/views that provide a breakthrough for existing contexts, utilizing own/others’ ideas. Able to judge complex risk analysis and translate to possible solutions. Has a clear vision on factors that influence strategic decision making, initiating/driving development of innovative products and services, whilst learning from previous efforts.
  • Influences senior stakeholders to constructively change standard approaches based on experience, knowledge and/or advanced thinking. Maximises effectiveness while achieving standards, ensuring control of deliverables.
  • Client satisfaction: Ownership of the Client Satisfaction process for the contract. Ensures adequate Service Line governance with customer is implemented. Ensure actions are defined and implemented to prevent / close any gap in customer satisfaction.
  • Business growth/ development: Ensure additional client demands are translated into agreed service enhancements; Identify, pursue and close contract value opportunities. Upsell service line services on account. Support renewal of existing contracts.
  • Contract management: Monitor compliance with contractual commitments. Ensure account team are knowledgeable on contract requirements. Support the negotiation for contract evolution, penalties. Manage claims proactively, in coordination with Legal.
  • Risk management processes implementation on scope:  Responsible for Rainbow Delivery (RD) implementation within the contract scope, should be part of Red team during RB.
  • Identify The management of, or provision of expertise in, the development and training of (IS) practitioners, including determination of training and development needs in line with organisation or business requirements, production of training plans, design and delivery of training, liaison with external training providers, and evaluation of the benefits of training and development activities.



Job Requirements:


  • Relevant experience as Head of Operations or relevant role with a strong track record in leadership and good operation management skill.
  • A proven track record in managing communications internally and externally at strategic and Top Management level.
  • Experienced in creating an international business community and multi-functional teams.
  • Experience of leading and motivating for a large unit/practice or several units or groups in a pressured work environment.
  • Working knowledge of data analysis and performance/operation metrics.
  • Show ownership and commitment to deliver result.
  • Understanding of Financial, Human Resources management principles and practice and business legal requirement.
  • Strategic perspective, keeping overall objectives and strategies in mind.
  • Good written and spoken in both English and Mandarin.
  • Working experience in FSI industry, particularly in Payment & Credit Card or IT environment will be an advantage.
  • Working experience in country such as China, Hong Kong, Taiwan & South East Asia region will be an added advantage.
  • Professional qualification requirement: BSc or BA in Business Management or relevant field; MSc or MBA is a plus.




The 20 000 employees of Worldline are all different but share the same values. You can see it in the way we behave. We are curious and humble – we are learning every day, we keep things simple and everyone engaged. In our fast-moving industry, we are adaptable and life-long learners. Everyone demonstrates the same dedication to quality and efficiency. We have an entrepreneurial spirit and sense of service. Above all, we never turn our back on a challenge. These values nurture a dynamic and innovative team where everyone can develop and grow.

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