Senior Director, Operations – APAC (Financial Services)

At Ubiquity, we live and breathe our mantra: Head, Heart, Hustle. This isn’t just a philosophy—it’s the foundation of who we are and what we do. As a Senior Operations Director, you’ll embody this mantra every day, delivering exceptional service with expertise, empathy, and a drive to succeed.

What You’ll Do:

Position Summary

We are seeking an accomplished Senior Director for Operations to lead a large-scale Financial Services customer experience portfolio across the APAC region. The Senior Director will be accountable for client success, operational excellence, workforce performance, and strategic growth within a complex, multi-functional environment.

The Senior Director will serve as the primary executive point of contact for the client, ensuring exceptional delivery and alignment with business objectives. This role requires a seasoned leader with extensive expertise in Customer Experience (CX), Financial Services operations, and credit products.

The ideal candidate is a strategic, solution-oriented executive capable of leading cross-functional teams and maintaining a strong leadership presence in high-pressure environments.

Key Responsibilities

• Provide executive leadership for all aspects of the Imprint program across APAC.
• Develop and execute operational strategies that drive service excellence, client satisfaction, profitability, and long-term growth.
• Lead large-scale, multi-functional operations spanning multiple lines of business, locations, and support functions.
• Serve as the escalation point for critical operational, client, and business issues.
• Drive a culture of accountability, continuous improvement, innovation, and operational discipline.

• Act as the senior executive liaison for client stakeholders, building trusted advisor relationships at the Director, VP, and C-suite levels.
• Lead strategic business reviews, governance meetings, performance discussions, and executive presentations.
• Partner closely with clients to understand business objectives, identify opportunities, and develop solutions that enhance customer and business outcomes.
• Maintain a calm, confident, and solutions-focused approach when managing complex client situations and escalations.

• Own end-to-end delivery performance, including customer experience, service levels, quality, productivity, financial performance, and employee engagement.
• Monitor and optimize key operational metrics, ensuring consistent achievement of client and organizational goals.
• Lead cross-functional collaboration with Workforce Management, Quality, Training, Technology, HR, Recruiting, Finance, and Client Services teams.
• Drive operational readiness and scalability to support business growth and changing client requirements.

• Provide leadership and guidance on customer experience strategies within Financial Services environments.
• Ensure operational compliance with applicable regulatory, risk, and quality standards.
• Leverage industry expertise to improve servicing models, customer journeys, and performance outcomes for credit-related products and services.

• Lead, mentor, and develop a team of Directors, Senior Managers, and operational leaders.
• Build strong leadership succession pipelines and talent development strategies.
• Foster a high-performance culture focused on accountability, collaboration, and employee engagement.

What We’re Looking For:

• A bachelor's degree in Business, Management, Finance, or a related field is preferred.
• 12+ years of progressive leadership experience within contact center, customer experience, or BPO operations.
• Minimum of 5+ years in a Director or Senior Director-level leadership role.
• Extensive experience managing large-scale Financial Services operations.
• Deep understanding of credit products, customer servicing, dispute resolution, fraud, collections, or related financial service functions.
• Proven success in managing complex client relationships and executive stakeholders.
• Demonstrated experience leading large, geographically dispersed teams across multiple locations.

• Strategic thinker with strong business and operational acumen.
• Exceptional executive communication and presentation skills.
• Strong stakeholder management and influencing capabilities.
• Ability to lead through ambiguity and rapidly changing business environments.
• Highly organized with the ability to balance multiple priorities and competing demands.

• Experience supporting fintech, digital banking, credit card, lending, or consumer finance programs.
• Experience leading global or regional operations across APAC.
• Strong understanding of workforce planning, forecasting, and capacity management.
• Hands-on experience with Zendesk and related customer service technologies.
• Experience leading digital transformation, process improvement, or operational optimization initiatives.

• Willingness and ability to travel extensively across APAC and internationally as required.
• Ability to support global client engagements across multiple time zones.

Why Join Us?

Hustle: Thrive in a dynamic, fast-paced environment where your hard work and dedication are celebrated.

At Ubiquity, we’re more than a workplace—we’re a community that’s invested in your success. If you’re ready to make an impact and grow with us, apply now and experience how we bring Head, Heart, and Hustle to life every day.

Apply today and start your journey with Ubiquity!