Airwallex - Director, Onboarding Operations
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Requirements
• We're looking for people who meet the minimum requirements for this role. The preferred qualifications are great to have, but are not mandatory. • 10+ years in operations, shared services, or service delivery leadership, with at least 5+ years leading global or multi-region programs/teams. • Proven experience running high-volume, multi-country onboarding operations. • Strong process design, project/program management, and stakeholder management skills. • Data-driven operator with advanced skills in Excel/Sheets and experience working with BI or dashboarding tools. • Demonstrated experience applying automation and AI to scale onboarding, such as: • Workflow automation and rules-based routing • Knowledge retrieval/search and internal copilots for onboarding teams • Client-facing chatbots or guided experiences with appropriate controls • Governance frameworks to ensure accuracy, privacy, and compliance • Deep understanding of risk, privacy, security, and regulatory considerations relevant to onboarding (e.g., data handling, security reviews, contractual/legal steps) and a track record of partnering closely with Legal, Compliance, and InfoSec. • Experience leading and developing teams (including managers) in a fast-paced, high-growth environment. • Experience in technology, financial services, or B2B SaaS with complex regulatory environments. • Background in customer success, implementation, or service design, with a strong focus on journey mapping and experience design. • Proficiency with tools such as Salesforce, Zendesk, or similar platforms used to orchestrate onboarding. • Applicant Safety Policy: Fraud and Third-Party Recruiters • To protect you from recruitment scams, please be aware that Airwallex will not ask for bank details, sensitive ID numbers (i.e. passport), or any form of payment during the application or interview process. All official communication will come from an @airwallex.com email address. Please apply only through careers.airwallex.com or our official LinkedIn page. • Airwallex does not accept unsolicited resumes from search firms/recruiters. Airwallex will not pay any fees to search firms/recruiters if a candidate is submitted by a search firm/recruiter unless an agreement has been entered into with respect to specific open position(s). Search firms/recruiters submitting resumes to Airwallex on an unsolicited basis shall be deemed to accept this condition, regardless of any other provision to the contrary. • Equal opportunity • Equal opportunity
Responsibilities
• As the Head of Onboarding operations, you will own the end-to-end global strategy for client onboarding, unifying today’s fragmented approach into a consistent, digital-first experience. Your focus will be to reduce time-to-productivity while strengthening our global brand. You’ll also ensure the right balance between global standardization and local legal requirements, so every new client feels connected, supported, and ready to succeed from Day 0. • Strategic Design & Global Governance: • Own the global onboarding operating model and standardized journeys, defining where localization is required across regions. • Set and maintain SLAs, KPIs, SOPs, and RACI for internal teams and vendors to ensure consistent execution. • Operational Excellence & Digital Transformation: • Lead process improvement and automation to reduce cycle times, defects, and handoffs from signed client to productive client. • Drive adoption of digital tools (workflow, ticketing, self-service) and maintain standard playbooks for key client segments. • Cross-Functional Ecosystem Leadership: • Act as the central owner of the onboarding experience, coordinating Sales, Account Management/CS, Product, Compliance, Legal, Risk, Operations, and Engineering. • Build and scale training and enablement for onboarding teams and stakeholders, clarifying roles and engagement models. • Leverage data and insights to influence product, policy, and resourcing. • Performance, Risk & Vendor Management: • Define, track, and report on global onboarding metrics (e.g., Time-to-Productivity, Time-to-Activation, CSAT/NPS, SLA adherence). • Run regular business reviews to drive accountability and continuous improvement. • Own vendor strategy and governance, ensuring performance and compliance with KYC/KYB, Right-to-Work (where relevant), and data privacy requirements.
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