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
Strategic Leadership & Business Management
- Provide executive leadership for all aspects of theImprint program across APAC.
- Develop and execute operational strategies that driveservice excellence, client satisfaction, profitability, and long-termgrowth.
- Lead large-scale, multi-functional operationsspanning multiple lines of business, locations, and support functions.
- Serve as the escalation point for criticaloperational, client, and business issues.
- Drive a culture of accountability, continuousimprovement, innovation, and operational discipline.
Client Relationship Management
- Act as the senior executive liaison for clientstakeholders, 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 businessobjectives, identify opportunities, and develop solutions that enhancecustomer and business outcomes.
- Maintain a calm, confident, and solutions-focusedapproach when managing complex client situations and escalations.
Operational Excellence
- Own end-to-end delivery performance, includingcustomer experience, service levels, quality, productivity, financialperformance, and employee engagement.
- Monitor and optimize key operational metrics,ensuring consistent achievement of client and organizational goals.
- Lead cross-functional collaboration with WorkforceManagement, Quality, Training, Technology, HR, Recruiting, Finance, andClient Services teams.
- Drive operational readiness and scalability tosupport business growth and changing client requirements.
Financial Services & Credit Product Expertise
- Provide leadership and guidance on customerexperience strategies within Financial Services environments.
- Ensure operational compliance with applicableregulatory, risk, and quality standards.
- Leverage industry expertise to improve servicingmodels, customer journeys, and performance outcomes for credit-relatedproducts and services.
People Leadership
- Lead, mentor, and develop a team of Directors, SeniorManagers, and operational leaders.
- Build strong leadership succession pipelines andtalent development strategies.
- Foster a high-performance culture focused onaccountability, 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 withincontact center, customer experience, or BPO operations.
- Minimum of 5+ years in a Director or SeniorDirector-level leadership role.
- Extensive experience managing large-scale FinancialServices operations.
- Deep understanding of credit products, customerservicing, dispute resolution, fraud, collections, or related financialservice functions.
- Proven success in managing complex client relationshipsand executive stakeholders.
- Demonstrated experience leading large, geographicallydispersed teams across multiple locations.
Leadership Competencies
- Strategic thinker with strong business andoperational acumen.
- Exceptional executive communication and presentationskills.
- Strong stakeholder management and influencingcapabilities.
- Ability to lead through ambiguity and rapidlychanging business environments.
- Highly organized with the ability to balance multiplepriorities and competing demands.
Preferred Qualifications
- Experience supporting fintech, digital banking,credit card, lending, or consumer finance programs.
- Experience leading global or regional operationsacross APAC.
- Strong understanding of workforce planning,forecasting, and capacity management.
- Hands-on experience with Zendesk and related customerservice technologies.
- Experience leading digital transformation, processimprovement, or operational optimization initiatives.
Travel Requirements
- Willingness and ability to travel extensively acrossAPAC and internationally as required.
- Ability to support global client engagements acrossmultiple time zones.
Why Join Us
Head: Access to career development programs that help you grow professionally and personally.
Heart: Be part of a people-first culture that values your contributions and supports your aspirations.
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!
