Payment Operations Manager, APAC

Manage intraday treasury balances across fiat and crypto accounts, ensuring settlement capacity is available for active clients across APAC trading hours

Oversee end-to-end settlement for client trades — tracking traded-and-settled vs traded-and-not-settled positions, resolving delayed or failed settlements, and coordinating with banking and crypto counterparties on exceptions

Handle escalations for rejected or undelivered wire transfers; coordinate with banks and payment providers to trace and resolve stuck payments

Monitor and reconcile fund movements across accounts (fiat rails, on-chain networks), flagging discrepancies and maintaining clean records

Own the operational side of client onboarding: penny testing new fiat and crypto accounts, configuring counterparties, whitelisting wallets, and coordinating demo calls

Build and implement client activation strategies — structured playbooks that take a newly KYB-cleared account from zero to first trade as quickly as possible

Serve as the senior operational point of contact for APAC clients through onboarding and early activation, setting expectations and resolving friction before it becomes churn

Monitor the health of the APAC client book — tracking volume trends, identifying at-risk or dormant accounts, and proactively engaging clients before they go quiet

Build and own the account reactivation playbook: understanding why clients churn, what it takes to bring them back, and running structured reactivation campaigns

Develop and maintain customer success processes that create consistency across the client experience — from first trade through to high-volume, recurring flow

Document and systematise current operational processes — identifying what's manual, what's fragile, and where automation or tooling would have the most impact

Work with Engineering and Product to translate operational pain points into product improvements

Build the operational infrastructure — runbooks, escalation protocols, handover standards — that allows the team to grow without quality degrading

6–10 years of experience in payment operations, trading operations, or client operations at a crypto OTC desk, exchange, or digital asset firm

Hands-on experience with treasury management and settlement across fiat and crypto rails — you've moved money, resolved failures, and understand what goes wrong and why

Track record of building and implementing account management or client activation processes, not just executing within ones someone else built

Strong client-facing skills: able to manage relationships with institutional and fintech clients professionally, even when resolving operational issues

Comfortable doing individual contributor work at a senior level — this is not a people management role, it's a builder role

Understanding of crypto market microstructure and OTC pricing mechanics

Experience with virtual account management and multi-currency treasury operations

Prior experience at a company scaling its APAC client base rapidly