About Liquid Group
Liquid Group is a Major Payment Institution licensed in Singapore, specializing in cross border payment services for consumers and corporates based across Asia.
Liquid Group empowers and connects businesses and individuals to make transactions in a smart, secure and cost-effective way, anywhere in the world. We operate roamQR, a regional payment network to enable cross-border QR payment services for e-wallet operators, banks, and merchants.; LiquidNow, a platform that provides corporate payment services and business accounts to local businesses, non-Singapore resident corporates and B2B marketplaces for international fund movements and business payments requirements; and LiquidPay, a white-label wallet-as-a-service solution to accelerate the development and adoption of mobile payments for our business partners.
At Liquid Group, we provide vast opportunities for you to gain new knowledge and skills, also to widen your scope of views and experiences in the financial world. We work in a collaborative and adaptive way, exploring innovative ideas and solving challenging problems to develop our products. Together, we ensure efficiency, security, and convenience for our partners and customers.
Website: www.liquidgroup.sg
Role Overview - Business Operations Manager (Singapore)
We are looking for a high-impact Business Operations Manager to drive operational excellence, process design, and operational readiness across Liquid Group's payment products and services.
This role acts as the operational backbone and strategic support to the Head of Customer Service and Operations, ensuring that operations are scalable, well-structured, and ready to support new product launches, partner onboarding, and regional growth.
Unlike frontline operations roles, this position focuses on designing, refining, and enabling operations, working closely with cross-functional teams across Product, Technology, Compliance, Finance, and Commercial.
Key Responsibilites
1. Operational Readiness for Product Launches & Strategic Initiatives
- Ensure all new products, features, and enhancements are operationally ready prior to go-live.
- Embed operational, compliance, and support considerations early in product development lifecycles.
- Partner with Product and Tech teams to define workflows, support models, and operational requirements.
- Support UAT, regression testing, and cutover planning where required.
2. SOPs, Process Design & Continuous Improvement
- Own the development, refinement, and governance of SOPs, workflows, and operational playbooks.
- Identify process gaps and implement improvements to reduce manual work, errors, and rework.
- Drive standardisation and scalability of operations across products and markets.
- Ensure SOPs are up-to-date, well-communicated, and consistently applied.
3. Onboarding Process Design & Enablement
- Design and optimise onboarding workflows for partners, merchants, and corporate clients.
- Work closely with Commercial and Operations teams to improve speed-to-activation and conversion timelines.
- Identify and remove onboarding bottlenecks, improving efficiency and reducing escalations.
- Establish clear onboarding frameworks, checklists, and tracking mechanisms.
4. Escalation Management & Root Cause Resolution
- Support the resolution of high-risk operational, settlement, and compliance issues.
- Drive root cause analysis (RCA) and implement corrective actions to prevent recurrence.
- Improve escalation frameworks and ensure issues are resolved with minimal business impact.
5. Cross-Functional Operational Coordination
- Act as the bridge between Operations and Product / Tech / Compliance / Finance / Commercial teams.
- Ensure operational requirements are clearly defined and implemented in system and product changes.
- Support regional operations (including KL team) with structured processes and guidance.
6. Operational Knowledge & Enablement
- Build and maintain clear documentation, guides, and operational knowledge repositories.
- Enable teams to operate independently with reduced reliance on ad-hoc support.
- Support training and onboarding of new operations staff.
7. Vendor & Partner Operational Management
- Support operational coordination with key vendors and partners (e.g., payment schemes, PSPs).
- Ensure operational performance and SLAs are met.
- Identify opportunities to improve vendor processes, cost efficiency, and service quality.
8. Risk, Compliance & Payment Scheme Alignment
- Ensure operational processes are aligned with payment scheme rules, regulatory requirements, and internal controls.
- Stay updated on scheme rule changes and assess operational impact.
- Support implementation of process changes to maintain compliance and minimise risk exposure.
Key Requirements:
- 6–10 years of experience in business operations, payments operations, or fintech.
- Strong experience in process design, SOP development, and operational improvement.
- Experience supporting product launches, onboarding frameworks, or system implementations.
- Strong understanding of payments, fintech, or financial services operations.
- Proven ability to work cross-functionally and influence stakeholders.
- Strong problem-solving and analytical skills with a structured thinking approach.
- Ability to operate independently in a high-ownership, high-ambiguity environment.
- Experience with operational tools, workflows, or ticketing systems is a plus.
- Bachelor's degree in Business, Finance, or related field.
- Fluent in English (Mandarin is a plus).
- Excellent stakeholder management and cross-functional collaboration skills.
- Ability to manage multiple projects and priorities in a fast-paced environment.
- Familiarity with customer service platforms (e.g. HubSpot or similar tools) is preferred.
- Strong communication and problem-solving abilities.
- Fluent in both English and Mandarin (due to needs of multiple market penetration).
