Overview
We are partnering with an APAC-focused tech-enabled services provider seeking a Head of Platform Operations to drive the integration of Product, Technology, and Service Delivery into a unified, scalable operating model.
This is a strategic role at the intersection of platform roadmap, operational execution, and commercial performance. The ideal candidate will ensure that platform capabilities, SLA governance, and operational controls function as one cohesive system that delivers reliability, compliance, and consistency across multiple APAC markets.
The successful candidate will play a critical role in strengthening operational infrastructure as the business scales.
Key Responsibilities
1. Platform Strategy & Execution Governance
- Translate business strategy into a prioritised, execution-ready platform roadmap
- Define product capabilities that enhance compliance, transparency, and operational efficiency
- Ensure product development aligns with scalable service delivery models
- Balance innovation with operational practicality
- Drive measurable adoption and impact of platform enhancements
2. Service Delivery & Operational Excellence
- Oversee accurate and timely multi-market payroll and benefits operations
- Strengthen SOPs, governance frameworks, and operational controls
- Improve onboarding turnaround times and workflow efficiency
- Establish structured escalation management processes
- Maintain strong SLA performance across regions
3. Cross-Functional Alignment & Risk Management
- Identify structural bottlenecks and implement scalable solutions
- Reduce friction between Product, Engineering, and Operations
- Safeguard service quality while enabling growth
- Strengthen visibility across operational and performance metrics
4. Margin & Efficiency Optimisation
- Improve cost-to-serve through automation and process optimisation
- Enhance operational visibility into gross margin performance
- Build scalable infrastructure to support regional growth
Ideal Background
- 10+ years within HR tech-enabled services, SaaS + managed services, or fintech operations
- Experience leading both technical (Product / Engineering) and service delivery functions
- Demonstrated track record aligning product strategy with operational scalability
- Multi-market or regional operational leadership exposure
- Strong commercial acumen, including margin and cost-to-deliver management
- Bilingual proficiency in English and Mandarin are required to service mandarin-speaking clients in the region
