Director, Partner Services & Delivery

Role Overview

The Director, Partner Services & Delivery is responsible for ensuring the successful operational delivery, readiness, servicing and ongoing performance of Liquid Group's merchants, issuers, acquirers and ecosystem partners across Singapore.

Acting as the operational face of Liquid Group, this role serves as the primary operational relationship manager for partners after commercial onboarding, ensuring they are operationally ready, effectively supported and continuously engaged to maximise adoption, service quality and transaction performance.

Working closely with Product, Growth & Partnerships, Growth & Activation, Technology and the regional Customer Operations teams, the role drives operational excellence across product rollouts, partner servicing, ecosystem performance monitoring, issue resolution and continuous operational improvement.

Key Responsibilities

Partner Services & Relationship Management

• Serve as the primary operational contact for merchants, issuers, acquirers and ecosystem partners across Singapore.
• Build strong operational relationships through regular engagement, business reviews and onsite visits.
• Provide operational guidance and consultation to partners on product capabilities, processes and best practices.
• Coordinate partner servicing activities to ensure a consistently high level of service delivery.
• Work closely with regional Customer Operations teams to ensure seamless day-to-day support for partners.

Operational Readiness & Product Delivery

• Lead operational readiness activities for new partner onboarding, product enhancements, feature releases and payment corridor expansions.
• Coordinate business readiness, operational walkthroughs, training sessions and rollout planning with internal and external stakeholders.
• Ensure new products and enhancements are operationally executable and fully supported before launch.
• Support migration planning and rollout coordination across regional markets where required.
• Provide operational feedback to Product and Technology teams to improve implementation readiness and customer experience.

Partner Performance & Ecosystem Health

• Monitor partner operational performance, transaction trends, service quality and ecosystem participation.
• Identify merchants and partners with declining or underperforming transaction activity and proactively engage them to understand underlying issues.
• Conduct operational reviews and recommend improvement initiatives to increase adoption, transaction volumes and service effectiveness.
• Work collaboratively with Growth & Activation and Growth & Partnerships teams to support partner engagement and ecosystem growth initiatives.
• Provide regular operational performance insights and recommendations to management.

Training & Operational Enablement

• Develop and deliver operational training, product briefings and refresher sessions for merchants and partners.
• Ensure partners understand operational processes, new product capabilities and service procedures.
• Support operational adoption of new initiatives, features and ecosystem programmes.
• Promote best practices that improve operational efficiency and partner experience.

Service Delivery & Escalation Management

• Coordinate the resolution of operational issues, servicing gaps and partner escalations.
• Act as the operational liaison between partners and internal Product, Technology and Customer Operations teams.
• Lead root cause analysis for recurring operational issues and drive corrective actions.
• Monitor service quality and recommend improvements to strengthen operational governance and partner satisfaction.

Operational Excellence & Continuous Improvement

• Review and enhance operational workflows, service processes and support procedures.
• Identify opportunities to improve efficiency, automation and service delivery across the partner ecosystem.
• Drive continuous improvements that strengthen operational scalability and ecosystem readiness.
• Support the development of operational standards and governance frameworks across regional markets.

Cross-Functional Collaboration

• Work closely with Product, Growth & Partnerships, Growth & Activation, Technology, Compliance and Customer Operations teams to ensure successful delivery of partner initiatives.
• Coordinate cross-functional activities supporting product launches, market expansion and strategic projects.
• Ensure operational considerations are incorporated into new product development and commercial initiatives.
• Represent the operational voice of partners by providing feedback and recommendations to internal stakeholders.

Key Requirements

Education:

• Bachelor's Degree in Business, Operations Management, Finance, Technology or a related discipline.

Experience

• Minimum 8–12 years of experience in fintech, payments, banking or related financial services industries.
• Proven experience managing operational relationships with merchants, payment partners, financial institutions or enterprise clients.
• Experience in payment operations, merchant acquiring, product operations, partner servicing or ecosystem management is highly desirable.
• Experience supporting product rollouts, operational readiness and cross-functional delivery initiatives.
• Strong understanding of digital payments, payment ecosystems, QR payments or merchant acceptance solutions.

Skills & Competencies:

Operational Leadership

• Strong operational management and service delivery capabilities.
• Proven ability to manage multiple stakeholders across complex operational environments.
• Strong planning, coordination and execution skills.

Relationship Management

• Excellent interpersonal and stakeholder management skills.
• Confident engaging merchants, partners and senior business stakeholders.
• Strong customer service mindset with the ability to build trusted operational relationships.

Analytical & Problem Solving

• Strong analytical skills with the ability to interpret operational and transaction performance data.
• Ability to identify trends, diagnose issues and implement practical solutions.
• Structured approach to continuous improvement and operational excellence.

Communication

• Excellent presentation, facilitation and communication skills.
• Comfortable conducting operational reviews, partner meetings and training sessions.
• Strong written and verbal communication skills.

Personal Attributes

• Proactive, hands-on and highly accountable.
• Comfortable balancing strategic thinking with operational execution.
• Enjoys engaging partners and working collaboratively across functions.
• Self-motivated, organised and adaptable in a fast-paced environment.

Success Measures

Success in this role will be measured through:

• Partner operational readiness and successful product rollouts.
• Partner satisfaction and service quality.
• Operational performance and issue resolution effectiveness.
• Product adoption and operational utilisation.
• Transaction performance improvements across supported partners.
• Reduction in operational incidents and servicing gaps.
• Continuous improvement initiatives implemented.
• Positive operational feedback from partners and internal stakeholders.

Why Join Liquid Group?

• Be part of a growing payments technology company connecting businesses across regional and international payment ecosystems.
• Work with leading merchants, financial institutions and payment partners on innovative payment solutions.
• Play a pivotal role in shaping the operational experience and long-term success of Liquid Group's ecosystem.
• Join a collaborative, entrepreneurial environment where operational excellence and customer success drive business growth.

Interested? Please submit your CV to hr@liquidgroup.sg.