Head of Onboarding Operations at Airwallex

ABOUT AIRWALLEX Airwallex is the only unified payments and financial platform for global businesses. Powered by our unique combination of proprietary infrastructure and software, we empower over 200,000 businesses worldwide – including Brex, Rippling, Navan, Qantas, SHEIN and many more – with fully integrated solutions to manage everything from business accounts, payments, spend management and treasury, to embedded finance at a global scale. Proudly founded in Melbourne, we have a team of over 2,000 of the brightest and most innovative people in tech across 26 offices around the globe. Valued at US$8 billion and backed by world-leading investors including T. Rowe Price, Visa, Mastercard, Robinhood Ventures, Sequoia, Salesforce Ventures, DST Global, and Lone Pine Capital, Airwallex is leading the charge in building the global payments and financial platform of the future. If you’re ready to do the most ambitious work of your career, join us. ATTRIBUTES WE VALUE We hire successful builders with founder-like energy who want real impact, accelerated learning, and true ownership. You bring strong role-related expertise and sharp thinking, and you’re motivated by our mission and operating principles [Upgrade to PRO to see link] You move fast with good judgment, dig deep with curiosity, and make decisions from first principles, balancing speed and rigor. You're humble and collaborative; turn zero‑to‑one ideas into real products, and you “get stuff done” end-to-end. You use AI to work smarter and solve problems faster. Here, you’ll tackle complex, high‑visibility problems with exceptional teammates and grow your career as we build the future of global banking. If that sounds like you, let’s build what’s next. ABOUT THE TEAM The Operations team at Airwallex plays a pivotal role in driving the company’s overall customer experience and operational excellence. We are a collaborative group of analysts, strategists, and operational experts who are passionate about translating vision into action. We leverage data insights, sharp problem-solving skills, and a deep understanding of the business to optimize processes, uplift customer experience, identify uplift opportunities, and ensure Airwallex operates efficiently at scale and delivers a delightful customer experience. WHAT YOU'LL DO 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. RESPONSIBILITIES: 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. WHO YOU ARE We're looking for people who meet the minimum requirements for this role. The preferred qualifications are great to have, but are not mandatory. Minimum qualifications: - 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. Preferred qualifications: - 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 [Upgrade to PRO to see link] email address. Please apply only through careers.airwallex.com [Upgrade to PRO to see link] 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 Airwallex is proud to be an equal opportunity employer. We value diversity and anyone seeking employment at Airwallex is considered based on merit, qualifications, competence and talent. We don’t regard color, religion, race, national origin, sexual orientation, ancestry, citizenship, sex, marital or family status, disability, gender, or any other legally protected status when making our hiring decisions. If you have a disability or special need that requires accommodation, please let us know.