Regional Operations Lead - Apollo
Xendit provides payment infrastructure across Southeast Asia, with a focus on Indonesia and the Philippines. We process payments, power marketplaces, disburse payroll and loans, provide KYC solutions, prevent fraud, and help businesses grow exponentially. We serve our customers by providing a suite of world-class APIs, eCommerce platform integrations, and easy to use applications for individual entrepreneurs, SMEs, and enterprises alike.
Our main focus is building the most advanced payment rails for Southeast Asia, with a clear goal in mind — to make payments across in SEA simple, secure and easy for everyone. We serve thousands of businesses ranging from SMEs to multinational enterprises, and process millions of transactions monthly. We’ve been growing rapidly since our inception in 2015, onboarding hundreds of new customers every month, and backed by global top-10 VCs. We’re proud to be featured on among the fastest growing companies by Y-Combinator.
The Role
We are looking for a Regional Operations Lead to join one of Xendit’s experimental products, Apollo. Apollo is an expense management platform that has been running and going live in several SEA countries.
As Regional Operations Lead, you are responsible for managing the day-to-day operations of Apollo in all countries and to support Apollo growth from operations point of view by doing whatever it takes to ensure that Apollo operations can run and thrive in all countries that we’re in.
Outcomes
- Operations Management
- Oversee and drive the day-to-day operations of Apollo to ensure that operations can run smoothly, which includes customer onboarding, customer support and troubleshooting issues, account management, repayment reconciliation, generating reports, etc
- Monitor Apollo operations team performance to ensure that the team is performing according to standard level of service
- Ensure that operational targets and metrics are achieved by the team
- Provide analysis and insights regarding operational metrics to management/relevant parties by preparing and presenting weekly/monthly/quarterly reports
- Recruit and train new team members in Operations and give regular feedback to team members in regards to their performance
- Coordinate with internal team such as Sales, Product, Engineering, and external parties on various projects, operations deliverables, and operational support to carry out their respective functions
- Coordinate with regional team to help support any operational needs for regionalization plan for Apollo
- Operations Process Improvements & Strategy
- Create plan from Operations points of view (account management, customer support, and upselling) to increase our monthly transactions and TPV (total processed value) for overall product/business target
- Plan, evaluate, and optimize operations to be efficient and cost-effective
- Identify improvement opportunities to increase team productivity, reduce pain points, and improve work quality, including assessing the possibility to automate manual processes based on data analysis or feedbacks gathered
- Drive and implement continuous improvements on all operational processes starting from planning, execution, and continuation
- Operations Regionalization
- Help regional team in building and launching their operations to achieve same level of standard of operations in each operating country
- Help execute day to day operations in new countries where resources are still minimum
- Engage with customers to support them in their use of Apollo products
- Manage relationships with customers to collect feedback for continuous product and operations improvements
- Do whatever it takes to make Xendit succeed
Behaviors
You are willing and able to...
- Multitasking, self-driven, able to juggle multiple projects and responsibilities, and at the same time able to clearly prioritize and effectively delegate tasks
- Good attention to detail
Experience
- 3+ years of relevant experience in Operations or Process Improvements, preferably have leadership experience
- Experience in handling multi countries/regional teams
Relevant Skills
- Excellent communication skills both verbal and written
- Comfortable working with numbers with strong data analysis skills and problem solving skills
- Graduate of Bachelor’s degree, MBA is a plus
- Professional level of Microsoft Excel and Google Sheets Skills
- Professional level of English
