Head of Regional Customer Delivery APAC Singapore

Job description

Fexco Dynamic Currency Conversion (DCC) are seeking a Head of Regional Customer Delivery in Singapore to own end-to-end delivery of Dynamic Currency Conversion (DCC) solutions for acquiring banks and enterprise merchants in their region.

This role is a permanent, full-time position with the opportunity to work remotely or hybrid within Singapore.

Willingness to travel internationally occasionally is required.

Job Purpose

The Head of Regional Customer Delivery owns the end-to-end delivery of Dynamic Currency Conversion (DCC) solutions for acquiring banks and enterprise merchants in their region, with a clear mandate: turn every deployment into maximum revenue impact.

This role ensures delivery excellence not as an operational checkbox, but as the foundation for unlocking the full commercial opportunity of every deal.

You'll work cross-functionally with internal and external stakeholders to deliver scalable, compliant, and optimised payment integrations in retail, hospitality, and travel sectors.

This role ensures that customer requirements are met with high standards of quality and efficiency, aligning with both regional market needs and global delivery frameworks.

The role also involves close collaboration with centralised functions, including Business Operations, Client Currency Solution and Revenue Maximisation to ensure scale and efficiency.

Main Responsibilities:

Leadership

• Lead and manage regional delivery teams to drive faster time to revenue and account penetration on all projects, ensuring alignment with regional and global objectives.
  
  
• Act as the primary point of contact for customer delivery in the region, ensuring needs are met, expectations exceeded, and each implementation is governed effectively to agreed SOW, BRDs and Budget.
  
  
• Maintain a strong cadence of internal and client engagements to support a full understanding of payment flows, accurate forecasting, and maximising the commercial value of every deployment.
  
  
• Champion continuous improvement in regional customer delivery, ensuring every deployment is faster, smoother, and more commercially impactful.
  
  Collaborate closely with global counterparts including Central & Regional Delivery leads, Merchant (& Tech Ops), CCST and Revenue Maximisation to optimise resources, share best practices, and uphold world-class operational standards.
  
  
• Build team capability through targeted training and knowledge sharing, creating a high-performance culture that solves problems early, accelerates revenue realisation, and consistently exceeds customer expectations.
  
  

Pre-Sales & Discovery

• In tandem with the Commercial teams (Business Development and Key Account Managers), and working within the MEDDPICC framework, own the Pre-Sales and Discovery process, ensuring a full understanding of the customer's payments landscape and an ability to document all impacts and integration requirements in a Statement of Work (SOW) and/or Business Requirements Document (BRD).
  
  
• Leveraging the globally aligned delivery toolsets, take a lead role in facilitating workshops with customers, vendors, and partners to build rapport, understand and scope requirements, clearly articulate the breadth and depth of our delivery capabilities and maximise convertible penetration.
  
  
• Perform BIN analysis and volume projections to support business case development.
  
  
• Challenge the Business Case where appropriate and ensure that the opportunity matches the project scope.
  
  
• Review contracts and provide inputs on technical and operational aspects.
  
  

Solution Architecture & Planning

• Define project scope, technical architecture, and integration points.
  
  
• Ensure DCC solutions align with acquirer/merchant onboarding processes and regulatory requirements.
  
  
• Write Business Requirements Documents (BRD) and contribute to solution design documentation.
  
  
• Collaborate with Product, Engineering, and Compliance teams to scope and prioritize features.
  
  

Implementation & Delivery

• Lead technical onboarding, UAT planning, and end-to-end project execution.
  
  
• Coordinate SIT/UAT activities, create test scripts, and capture results on-site.
  
  
• Handle procurement and configuration of test environments and tools.
  
  
• Provide Level 2 support for go-live and production rollout.
  
  
• Deliver internal and external training to ensure smooth transition to BAU.
  
  
• Working closely with Sales, Marketing and Key Account Manager, support the development of go-live PR strategies and merchant collateral.
  
  

Post-Go-Live & Optimization

• Monitor transaction flows, integration performance, and DCC metrics post-launch.
  
  
• Utilise Splunk to analyse transaction logs, monitor integration health, and identify technical issues or performance bottlenecks.
  
  
• Collaborate on pricing and commission optimisation, ensuring uptake rate and FX margin targets are met.
  
  
• Compile lessons learned and create detailed post-implementation reports

Ongoing Support & Strategic Collaboration

• Provide ongoing day-to-day technical and operational support for implemented partners.
  
  
• Support Key Account Managers (KAMs) with technical insights and data for Quarterly Business Reviews (QBRs).
  
  
• Deliver ad-hoc data analysis, and FX rates analysis to support strategic or operational decisions.
  
  
• Lead and contribute to ad-hoc projects focused on expanding DCC volume via new integrations or payment flows.
  
  
• Manage incidents for live acquirers, including transaction file failures, outages, or integration issues.
  
  

Qualifications/ Experience

• Bachelor's degree in IT, Computer Science, or related field.
  
  
• Fluent English is necessary and multi-lingual Asian language capabilities an advantage.
  
  
• 5+ years demonstrable experience leading high performing teams, in a hybrid working environment.
  
  
• Knowledge of payment processing, acquiring systems, card schemes (Visa, Mastercard), wallets, AMOPs. Previous experience in the payments industry required.
  
  
• Hands-on experience with DCC integrations or payment solutions desirable.
  
  
• A proven ability to deliver highly visible and business critical projects on time and within budget.
  
  
• Have a thorough and practical understanding of project lifecycles and the delivery of parallel cross-functional projects.
  
  
• Demonstrable experience in the successful management of internal and external partners.
  
  
• Excellent problem-solving and decision-making abilities.
  
  
• PMP, PRINCE2, or equivalent project management certification desirable.
  
  

Competencies Travel Requirements

• Effective leadership, interpersonal, communication and problem-solving abilities.
  
  
• Proven ability to manage regional teams.
  
  
• Ability to work on own initiative to demanding timelines.
  
  
• Ability to prioritise and to remain results orientated while managing multiple projects.
  
  
• Strong analytical, verbal and written communications skills, including strong presentation skills.
  
  
• Excellent knowledge of Office 365, including Sharepoint
• A working knowledge of AI, including CoPilot, and an ability to apply AI tools to improve work practices.
  
  
• Commercial Acumen with the ability to understand budgetary requirements.
  
  
• Attention to detail.
  
  
• Flexible can-do attitude.
  
  
• Occasional working outside standard hours to meet client needs / international time.
  
  
• Occasional international travel.
  
  

Required Skill Profession

Other General