Executive Director - Merchant Services Transformation Director, Client Onboarding & Service
About The Position
Step into a pivotal leadership role where you’ll drive the future of AI-powered transformation in client onboarding and service. Join us to shape and scale innovative solutions, collaborate with senior leaders, and deliver measurable impact across a global organization. This is your opportunity to lead a high-performing team, influence strategic priorities, and set new standards for operational excellence. Together, we’ll unlock the full potential of AI to enhance client experiences and business outcomes. Make your mark in a role where your vision and expertise will help define the next chapter of our success. As an Merchant Transformation Director in the Client Onboarding and Service team, you will lead the efforts to transform the complete Onboarding and Servicing experience for all of our clients enabled on the Commerce Platform and Core Merchant technology stacks. You will be the COS focal and contact point for the Merchant Services Product and Technology teams as well and the internal COS product team as it pertains to the Merchant Services business. You will additionally partner with cross-functional teams within Merchant to prioritize, implement, and scale Onboarding and Servicing solutions, ensuring alignment with business goals and measurable outcomes. We value collaboration, transparency, and a culture of continuous improvement—your leadership will help us achieve our ambitious goals and set new benchmarks for success.
Requirements
- Bachelor’s degree
- 10 years of industry experience in program management and change management within a large-scale organization, focusing on transformation initiatives (for Singapore: must have 10 years’ experience)
- Strong understanding of Merchant Services process and technology
- High proficiency with Microsoft PowerPoint for executive-level documents and Excel for program analytics
- Experience with Microsoft SharePoint and data visualization tools such as Alteryx or Tableau
- Strategic thinking and problem-solving abilities, with proven experience applying analytical tools to develop solutions
- Ability to work independently, manage multiple priorities, and deliver results in a fast-paced environment
- Strong organizational and project management skills with attention to detail
- Excellent interpersonal skills and ability to build effective partnerships with all levels of management across diverse functions and locations
- Strong leadership and team-building skills
- Excellent oral and written executive-level communication and presentation skills
Nice To Haves
- Master’s degree in business administration (MBA)
- Prior experience in AI/ML technology delivery
- Experience leading large-scale transformation initiatives in financial services or related industries
- Demonstrated ability to influence senior stakeholders and drive major change initiatives
- Experience in building and mentoring high-performing teams
- Familiarity with governance, design standards, and performance measurement for AI programs
- Professional qualifications from reputable training institutes or professional bodies (for Hong Kong: due recognition should be given)
Responsibilities
- Create, evaluate, prioritize, and implement transformational use cases across Merchant client onboarding and service functions
- Define and track key performance indicators (KPIs) and objectives and key results (OKRs) for program performance and outcomes
- Produce and deliver executive-ready reporting on portfolio performance, outcomes, and key accomplishments
- Build, lead, and mentor a high-performing team of program managers, ensuring the team has the skills, tools, and capacity to meet objectives
- Drive a culture of continuous improvement through best practice sharing and lessons learned
- Partner with cross-functional teams to align priorities, manage dependencies, and communicate risks and issues to leadership
- Advise and influence senior leaders on portfolio priorities, capability investments, and major change initiatives
- Build trusted relationships with key stakeholders to drive alignment, decision-making, and adoption of AI solutions
- Remove blockers, manage escalations, and ensure timely delivery of program objectives
Benefits
- comprehensive health care coverage
- on-site health and wellness centers
- a retirement savings plan
- backup childcare
- tuition reimbursement
- mental health support
- financial coaching
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What This Job Offers
Job Type
Full-time
Career Level
Executive
