Partner Quality Lead

About Thunes

Thunes is the Smart Superhighway for money movement around the world. Thunes proprietary Direct Global Network allows Members to make payments in real-time in over 130 countries and more than 80 currencies.

Thunes Network connects directly to over 7 billion mobile wallets and bank accounts worldwide, via more than 350 different payment methods, such as GCash, M-Pesa, Airtel, MTN, Orange, JazzCash, Easypaisa, AliPay, WeChat Pay and many more.

Members of Thunes Direct Global Network include gig economy giants like Uber and Deliveroo, super-apps like Grab and WeChat, MTOs, fintechs, PSPs and banks. Thunes Direct Global Network differentiates itself through its worldwide reach, in-house Smart Treasury Management Platform and Fortress Compliance Infrastructure, ensuring Members of the Network receive unrivalled speed, control, visibility, protection and cost efficiencies when making real-time payments globally.

Headquartered in Singapore, Thunes has offices in 12 locations, including Barcelona, Beijing, Dubai, London, Manila, Nairobi, Paris, Riyadh, San Francisco, Sao Paulo and Shanghai. For more information, visit: https://www.thunes.com/

Context of the Role

At Thunes, our global network enables fast and reliable money movement across markets and payout corridors worldwide. As our network continues to grow in scale and complexity, ensuring the quality, reliability, and performance of our payout partners is critical to protecting revenue and maintaining customer trust.

We are looking for a Partner Quality & Optimisation Lead to lead our global efforts to strengthen the operational performance of our payout ecosystem.

This role sits within the MX (Member Experience) organisation and leads a distributed team across Barcelona, Manila and Singapore. The team focuses on identifying systemic issues, improving partner performance, and driving operational and technical improvements that enhance the reliability of our global payment network.

This is a high-impact team leadership role for someone who enjoys solving complex operational challenges, working across teams and partners globally, and driving measurable improvements in customer experience and business performance.

Key Responsibilities

Partner Network Quality & Performance

• Own the quality and operational performance of payout partners across the global Thunes network.
• Define and monitor key network quality metrics, including transaction success rates, failure patterns, and corridor performance.
• Identify performance gaps and drive initiatives to improve reliability and partner accountability.

Root Cause Analysis & Problem Resolution

• Lead investigations into payment failures, operational disruptions, and recurring quality issues.
• Drive structured root cause analysis to separate symptoms from underlying systemic issues.
• Work with partners and internal teams to implement immediate fixes and long-term improvements.

Network Optimisation & Continuous Improvement

• Identify opportunities to improve partner integrations, operational workflows, and incident response processes.
• Drive initiatives that increase transaction success rates, reduce operational friction, and enhance network resilience.
• Champion automation, improved tooling, and scalable operational practices.

Team Leadership

• Lead and develop a Global team of Partner Quality specialists across multiple regions.
• Set clear priorities, performance metrics, and development goals.
• Foster a culture of ownership, curiosity, and continuous improvement.

Cross-Functional Collaboration

• Work closely with Customer Experience, Product, Engineering, Network, and Operations teams to drive coordinated improvements.
• Partner with internal stakeholders to ensure partner performance improvements align with business priorities and customer needs.

Data & Insights

• Translate operational data and network performance metrics into clear insights and actionable recommendations.
• Provide leadership with visibility into network health, partner performance, and improvement opportunities.

Professional Experience

What We're Looking For

• 4+ years of experience in operations, payments operations, partner management, or customer experience roles.
• Experience in the fintech, payments, or financial services industry is strongly preferred.
• Proven experience leading teams and driving operational improvement initiatives.
• Experience working with global partner or vendor ecosystems.

Professional Skills

• Strong analytical and problem-solving capabilities, with the ability to navigate complex operational environments.
• Experience driving root cause analysis and operational improvement initiatives.
• Strong project and program management skills, with the ability to lead initiatives across multiple teams.
• Comfortable working at the intersection of operations, data, and technical infrastructure.

Personal Attributes

The Ideal Candidate Will Be

• Action-oriented, with a strong can-do mindset.
• Curious and improvement-driven, constantly seeking ways to improve systems and processes.
• Comfortable operating in a fast-paced, scaling global organization.
• A strong communicator capable of influencing stakeholders across teams and regions.
• Collaborative and able to work effectively across cultures and functions.

Why Join Us

At Thunes, you'll be working at the centre of a global payments infrastructure, helping ensure money moves reliably across markets and partners worldwide.

In This Role You Will

• Lead improvements across a global payout partner ecosystem.
• Manage a distributed international team.
• Deliver measurable impact on customer experience, network reliability, and company revenue.

Sound like you Apply now!