---
title: 'Head of Operations  (Customer Service and Fulfillment ) at MoneyHero Group'
canonical: 'https://feeny.ai/job/head-of-operations-customer-service-and-fulfillment-moneyhero-group-hong-kong-d2t08wf5zbqe'
type: 'job'
last_seen: '2026-10-14'
---

# Head of Operations  (Customer Service and Fulfillment ) at MoneyHero Group

- **Company:** MoneyHero Group
- **Location:** Hong Kong, China
- **Posted:** 2026-10-05
- **Last confirmed live:** 2026-10-14
- **Apply:** https://job-boards.greenhouse.io/moneyherogroup/jobs/8006438003

## Job description

## About Us

MoneyHero Limited (NASDAQ: MNY) is a leading tech- and AI-powered personal finance aggregation and comparison platform that provides consumers with actionable insights to discover, compare, and choose the best financial products with confidence — bringing data intelligence and seamless digital access across insurance and banking solutions. The Company operates in Singapore, Hong Kong, Taiwan and the Philippines. MoneyHero had over 280 commercial partner relationships as at 30 June 2026, and had approximately 3.7 million Monthly Unique Users across its platform for the year ended 30 June 2026.

## What We Offer

We offer a competitive salary and attractive benefits, including:

- Annual leave, birthday leave, tenure leave, international remote work leave, and more
- Professional trainings, career advancement and internal mobility opportunities
- Competitive benefits including insurance and mental wellness program

## About the Job

The Head of Operations is a regional senior leadership role with overall responsibility for the Group’s Customer Service and Fulfillment functions. The role will define and execute the operating strategy, establish scalable and consistent regional standards, and lead initiatives that improve customer experience, operational performance and cost efficiency.

This role may be based in either our Hong Kong or Singapore office, with regional responsibilities across the Group’s markets. Working closely with Product, Technology, AI & Engineering, Commercial, Finance, Procurement and other business leaders, the Head of Operations will build a high-performing operations organisation that supports the Group’s growth priorities while maintaining strong controls, service quality and customer trust.

## Key Responsibilities

Strategic and Functional Leadership

- Set and execute the regional operating strategy for Customer Service and Fulfillment, aligned with the Group’s commercial, customer-experience and growth objectives.
- Establish clear operating models, service standards, governance arrangements, and performance targets and reporting disciplines across markets.
- Translate business priorities into actionable functional plans, resource requirements, and transformation roadmaps.
- Provide senior leadership with clear insight into operational performance, material risks, customer trends, capability gaps and improvement opportunities.
- Ensure both functions are appropriately structured, scalable, customer-centric and cost-efficient.

Customer Service and Customer Experience

- Lead the regional Customer Service function across markets and service channels.
- Set and maintain high standards for customer experience, service quality, responsiveness, resolution and customer communications.
- Drive measurable improvements in customer satisfaction, customer-review performance, response and resolution times, quality assurance and complaint management.
- Identify material or recurring customer issues and ensure they are addressed through sustainable root-cause analysis, process redesign and cross-functional action.
- Sponsor the responsible adoption of automation and AI-enabled solutions that improve service quality, efficiency, consistency and scalability.

Fulfillment and Rewards Operations

- Lead regional physical and digital reward fulfillment operations, including end-to-end operational performance and control environment.
- Establish and monitor standards for fulfillment accuracy, delivery lead times, backlog management, customer communications and issue resolution.
- Oversee the effective management and utilisation of reward inventory, including aging, unredeemed rewards and associated operational risks.
- Maintain robust business-continuity, escalation and risk-mitigation arrangements for fulfillment disruptions.
- Partner with Procurement and other relevant stakeholders to manage reward availability, supplier performance and operational issues, while ensuring clear ownership and timely resolution.

Operational Excellence and Transformation

- Lead continuous-improvement, automation and systems-transformation initiatives across Customer Service and Fulfillment.
- Standardise and document critical processes, controls and operating procedures across markets, while allowing for necessary local requirements.
- Drive adoption and effective use of operational platforms, reporting tools, dashboards and performance-management practices.
- Use operational data, customer feedback and business insights to prioritise investments, remove friction from customer journeys and improve decision-making.
- Lead complex cross-functional initiatives that resolve operational constraints and enable scalable, profitable growth.

People and Organisational Leadership

- Lead, coach and develop managers and senior team members across the region.
- Build a strong performance culture grounded in accountability, collaboration, customer focus, sound judgement and continuous improvement.
- Develop organisational capability, succession plans and appropriate management coverage across markets.
- Set clear objectives, performance expectations and development priorities for the team.
- Determine resourcing, capability and organisational-structure requirements in line with business priorities and budget.

## Key Performance Indicators

KPIs will be measured through a balanced set of customer, operational, financial and organisational indicators, including:

- Customer satisfaction, customer-review ratings and complaint trends
- Service quality, response times, and resolution rates and contact-centre productivity
- Physical and digital fulfillment lead times, accuracy and backlog levels
- Reward-inventory utilisation, aging and unredeemed-reward levels
- Operational cost efficiency and productivity improvements
- Delivery, adoption and measurable business impact of automation and transformation initiatives
- Strength of operational controls, risk management and business-continuity  readiness
- Team capability, engagement, leadership bench strength and succession readiness

## Experience and Qualifications

- Bachelor’s degree in Business Administration, Operations Management, or a related field; a postgraduate qualification is an advantage.
- At least 12 years’ relevant experience in operations, customer service, fulfillment, business process improvement or a related function.
- At least 5 years’ experience in a senior leadership role, including leading managers and teams across multiple markets or locations.
- Demonstrated experience leading significant operational transformation, process redesign, automation and customer-experience initiatives.
- Strong experience establishing scalable operating models, service standards, performance metrics and governance frameworks.
- Proven ability to influence senior stakeholders and lead complex, cross-functional programmes in a fast-paced environment.
- Strong commercial judgment, analytical capability and operational risk-management skills.
- Experience in a digital, technology, marketplace, e-commerce, financial-services or growth-stage business is preferred.
- Experience with rewards operations, customer-operations technology, fulfilment systems or contact-centre operations would be advantageous.

#LI-Hybrid  #MoneyHeroGroup #LI-AK1

What can you expect from us?

Impact: We are actively empowering and connecting people to a better financial future. Join us if you want to help us achieve our mission. Work: We have a team of over 350 talented individuals in 4 markets who are hyper passionate about building innovative financial solutions and making an impact on people’s lives. Culture: We take our work seriously but don’t hesitate to keep things light. We can only create magic when we have a little bit of fun. Thrive: We launched in 2014, and now help over 10 million monthly users make the best financial decisions. Accelerate your career and become a pioneer in your field with a leading fintech company that seeks to push the boundaries of your imagination and is committed to growing your career. Reputation: We are backed by world-class organizations and companies and have raised over US$110 million from investors including Experian, Pacific Century Group, IFC - a member of the World Bank Group

## EEO Statement

MoneyHero Group is an equal opportunity employer. We value, support and respect all individuals and is committed to maintaining an inclusive and diverse working environment. Decisions in hiring are based on business needs, requirements of the job and individual qualifications and shall not be influenced by any consideration of race, ethnic or national origin, religion, sex (including gender identity and/or expression), age, sexual orientation, marital status, parental status, disability, genetic information, political affiliation or other applicable legally protected characteristics.

Important Information for Job Applicants

Recruitment fraud and fake job postings have become increasingly common and sophisticated. At MoneyHero Group, we are committed to maintaining a fair, transparent, and secure hiring process, and we take candidate trust and safety seriously. Most legitimate opportunities at MoneyHero Group are published on our official careers portals, and our Talent Acquisition team will contact candidates only through authorized channels and official MoneyHero Group email addresses. For selected executive-level or confidential searches, we may partner with trusted recruitment firms, and candidates may be contacted by authorized recruitment partners engaged by MoneyHero Group. MoneyHero Group will never request payment or ask candidates to share sensitive personal or financial information, such as banking details, during the recruitment process. If you are contacted by someone claiming to represent MoneyHero Group and are unsure whether the communication is genuine, or if you receive a message about a MoneyHero Group opportunity that is not listed on our official careers portals, please contact us directly at recruitment@moneyherogroup.com to verify.

## About MoneyHero Group

## Company Overview
- **One-liner**: Asia’s leading personal finance aggregation and comparison platform helping consumers in Hong Kong, Singapore, Taiwan, and the Philippines find and compare credit cards, loans, insurance, and investment products.
- **Entity Type**: Public (NASDAQ: MNY)
- **Headquarters**: Hong Kong
- **Founded**: 2013
- **Founders**: Not publicly available (the company was founded as CompareAsiaGroup in Hong Kong)

## Core Business
- **Primary industry**: Personal finance aggregation and comparison (fintech)
- **Target customers**: B2C (consumers) and B2B (financial providers, key opinion leaders, channel partners)
- **Mission**: “Make every financial decision easy and rewarding” / “Helping everyone save, protect and grow their money”

## Products & Services
- **MoneyHero (Hong Kong)**: Personal finance comparison platform for banking, insurance, and investment products; includes a credit score checking app.
- **SingSaver (Singapore)**: Leading comparison platform for credit cards, personal loans, insurance, and investment accounts; licensed insurance brokerage by the Monetary Authority of Singapore.
- **Seedly (Singapore)**: Community platform where users share insights and discuss financial products, including credit cards, utility, and mobile plans.
- **MoneyHero (Philippines)**: Largest personal finance platform in the Philippines, offering product comparison and financial literacy content.
- **MoneyHero (Taiwan)**: Fastest-growing financial comparison site providing expert recommendations and product comparisons.
- **Creatory (B2B)**: Platform that connects financial providers with key opinion leaders (KOLs) and channel affiliates to expand distribution reach.
- **Car insurance platform (partnership with bolttech)**: Launched in 2024 to simplify car insurance comparison.

## Market Standing
- **Valuation/Market Cap**: Not disclosed (publicly traded, current market cap not provided in available sources)
- **Key Metric**: Total funding – $40M Series A (2019) + $20M Series B1 (2020) + SPAC merger with Bridgetown Holdings (backed by Pacific Century Group and Thiel Capital) leading to NASDAQ listing in 2023.
- **Notable Investors/Partners**: Pacific Century Group, Thiel Capital, over 300 commercial partner relationships including major financial institutions.
- **Growth Signals**: 
  - Reported first profitable quarter since IPO in 2026.
  - Hong Kong revenue grew 27% year-over-year (2026).
  - Serves 9.4 million members, 1.9 million monthly unique users, 4.2 million product applications per year.
  - Expanded into car insurance via bolttech partnership.
  - Exited Malaysia, Indonesia, Vietnam, and Thailand to focus on core high-growth markets.

## Competitive Advantages
- **Market leadership**: No. 1 personal finance platform in Singapore and Philippines, dominant in Hong Kong and Taiwan.
- **Data-driven platform**: Tech-led, data-rich customer experience that improves personalization and user journeys.
- **Strong ecosystem**: Connects consumers, providers, and KOLs in a virtuous cycle, with Creatory amplifying reach.
- **Trusted brand and content**: 130M+ articles read annually across markets, building financial literacy and trust.
- **Regulatory moat**: Licensed insurance brokerage in Singapore creates a barrier for competitors.

## Strategic Focus
- Continue deepening penetration in four core markets (Hong Kong, Singapore, Taiwan, Philippines)
- Leverage data and AI to improve product recommendations and customer engagement
- Expand insurance vertical (car insurance partnership with bolttech)
- Grow Creatory B2B channel to attract more KOLs and financial providers
- Sustain profitable growth after achieving first profitable quarter

## Why Work Here
- **Culture**: Start-up growth culture within a public company – fast-paced, autonomous, results-driven.
- **Hybrid work**: “Work from anywhere for up to 2 months per year” + hybrid arrangement for most teams.
- **Diversity**: 21 nationalities, gender-diverse workforce, Equal Employment Opportunity employer.
- **Benefits**:
  - Competitive compensation with comprehensive healthcare (hospital, specialist, outpatient)
  - Mental health support: TELUS Health Employee Assistance Programme, quarterly self-care day (“Me Day”)
  - Generous leave: annual, sick, marriage, childcare, birthday leave
  - Employee engagement: monthly activities, birthday celebrations, referral incentives
  - Learning opportunities: mentorship, on-the-job experiences, funding for learning tools aligned with business needs
- **Impact**: Work that directly improves the financial well-being of millions of users across Asia.
- **Recognition**: Influential Brands 2025 & 2026 Top Employer.

## Sources
1. [moneyherogroup.com – Who We Are](https://www.moneyherogroup.com/who-we-are)
2. [moneyherogroup.com – Home](https://www.moneyherogroup.com/)
3. [moneyherogroup.com – Careers](https://www.moneyherogroup.com/careers)
4. [Greenhouse – Jobs at MoneyHero Group](https://job-boards.greenhouse.io/moneyherogroup/jobs/7734088003)
5. [LinkedIn – MoneyHero Group](https://hk.linkedin.com/company/moneyherogroup)

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