About AYP
AYP delivers Employer of Record (EOR), payroll, and workforce solutions across Asia Pacific. We exist to give mid sized organisations peace of mind when expanding and managing employees across multiple jurisdictions in APAC.
As we scale, operational excellence and platform strength are critical to delivering on that promise.
We are seeking a Head of Platform & Service Delivery to lead and align Product, Technology, and Service Delivery into a cohesive, scalable operating system.
Role Purpose
The Head of Operations is accountable for ensuring that AYP's platform, product roadmap, and service delivery engine operate as one aligned system, delivering reliable execution, market-relevant product capability, and scalable operational excellence.
This role owns how AYP fulfills its promise to clients.
Revenue creates opportunity. Operations ensures confidence, reliability, and structure behind that opportunity.
Key Responsibilities
1. Product Strategy (Market-Aligned & Execution-Ready)
- Translate company strategy into a clear, prioritised platform roadmap
- Define product capabilities that strengthen compliance, transparency, and operational efficiency
- Ensure product development supports scalable service delivery
- Balance innovation with operational practicality
- Drive adoption and measurable impact of new features
2. Technology Leadership & Platform Governance
- Ensure platform reliability, scalability, and data integrity
- Oversee engineering discipline, release cadence, and QA standards
- Reduce rework and technical debt
- Strengthen documentation and handover between Product and Operations
- Ensure systems reduce manual dependency and key-person risk
3. Service Delivery Excellence (Payroll & Benefits)
- Ensure accurate, timely payroll and benefits administration across markets
- Strengthen SOPs and operational controls
- Improve onboarding turnaround time
- Establish clear escalation governance
- Maintain strong SLA performance
4. Operational Alignment & Risk Management
- Identify operational bottlenecks early and implement solutions
- Reduce internal friction between Product, Tech, and Operations
- Protect service quality while supporting growth
5. Margin & Efficiency Optimisation
- Improve cost-to-serve through automation and process optimisation
- Strengthen operational visibility into gross margin
- Drive scalable operational infrastructure
What Success Looks Like
Within 12 months:
- Platform roadmap delivered with predictable cadence
- Payroll accuracy and SLA performance at industry leading levels
- Clear SOPs across key workflows
- Reduced escalations and operational firefighting
- Improved gross margin driven by operational efficiency
- Leadership confidence in operational stability
Required Experience & Qualifications
- 10+ years experience within HR tech-enabled services, SaaS + managed services, or fintech operations
- Proven experience leading both technical (Product/Engineering) and service delivery teams
- Demonstrated ability to align product strategy with operational scalability
- Experience managing multi market or regional operations preferred
- Strong commercial acumen with exposure to margin management
Leadership Profile
- Systems thinker with structured execution discipline
- Calm, decisive, and commercially aware
- Strong cross functional communicator
- Able to make principled trade-offs
- Focused on building scalable infrastructure rather than heroic effort
