Director, Partner Services & Delivery

About Liquid Group

Liquid Group is a Singapore-based payments technology company facilitating digital payment acceptance and cross-border payment interoperability among a wide network of merchants, financial institutions, partners, and ecosystem participants worldwide. By providing payment infrastructure, merchant acquiring capabilities, and ecosystem partnerships, Liquid Group enables businesses to engage with domestic and international payment networks, broaden customer reach, and speed up adoption of digital payments. Operating in multiple markets, Liquid Group collaborates closely with merchants, issuers, acquirers, banks, and payment partners to deliver secure, seamless, and scalable payment experiences, fostering an entrepreneurial and result-driven culture focused on innovation and execution.

Role Overview

The Director of Partner Services & Delivery will oversee the operational delivery, readiness, onboarding support, servicing, and ongoing performance monitoring of Liquid Group's merchants, issuers, acquirers, and ecosystem partners within Singapore. Acting as the primary operational interface post-commercial onboarding, this position is responsible for ensuring partners are ready and well-supported operationally, maintaining continuous engagement to maximize adoption, service quality, and transaction outcomes. The role requires close collaboration with Product, Growth & Partnerships, Growth & Activation, Technology, and regional Customer Operations teams to promote operational excellence throughout product launches, partner support, performance tracking, issue resolution, and process improvements.

Key Responsibilities

• Act as the main operational contact for merchants, issuers, acquirers, and payment ecosystem partners in Singapore, building strong relationships through frequent communications, business reviews, and site visits.
• Offer operational advice and consultation on product functionalities, workflows, and recommended best practices to partners.
• Coordinate service activities ensuring partners consistently receive a high standard of support, including close cooperation with regional Customer Operations teams for daily partner assistance.
• Lead operational preparedness for new partner onboarding, product updates, feature deployments, and payment corridor expansions by organizing training, walkthroughs, and rollout plans with internal and external stakeholders.
• Ensure all new products and enhancements are operationally feasible and fully supported prior to launch; assist with migration and rollout across regional markets when necessary.
• Provide feedback to Product and Technology teams to enhance implementation readiness and improve the customer experience.
• Monitor partner transaction performance, service quality, ecosystem participation, and usage trends, proactively engaging underperforming partners to diagnose and resolve issues.
• Conduct operational performance reviews, recommending initiatives to boost adoption, transaction volumes, and service effectiveness, in collaboration with Growth & Activation and Growth & Partnerships teams.
• Develop and conduct operational training, product briefings, and refreshers to ensure partner understanding of operational processes and new capabilities.
• Manage resolution of operational issues and escalations by liaising between partners and internal teams and driving root cause analyses with corrective measures.
• Enhance operational workflows and service processes, identifying opportunities to increase efficiency and scalability within the partner ecosystem.
• Coordinate cross-functional efforts supporting product launches, market expansions, and strategic projects, ensuring operational considerations are integrated into new product and commercial initiatives.
• Provide management with regular operational performance insights and recommendations, representing the operational interests of partners within the organization.

Qualifications and Experience

• Bachelor's degree in Business, Operations Management, Finance, Technology, or a related field.
• 8 to 12 years of experience in fintech, payments, banking, or related financial services sectors.
• Demonstrated experience managing operational relationships with merchants, financial institutions, payment partners, or enterprise clients.
• Proficiency in payment operations, merchant acquiring, product operations, partner servicing, or ecosystem management strongly preferred.
• Experience supporting product rollouts, operational readiness, and cross-functional delivery initiatives.
• Robust understanding of digital payments, payment ecosystems, QR payments, or merchant acceptance solutions.

Skills and Competencies

• Strong leadership in operational management and service delivery.
• Ability to coordinate multiple stakeholders within complex operational environments.
• Excellent interpersonal and stakeholder engagement capabilities.
• Advanced analytical and problem-solving skills to interpret operational data and drive continuous improvements.
• Effective communication skills with experience delivering presentations, facilitating reviews, and conducting training.
• Proactive, confident, organized, adaptable, and able to balance strategic and operational demands.

Success Metrics

• Successful operational readiness for partners and smooth product launches.
• High partner satisfaction and quality of service delivery.
• Effective resolution of operational issues and improved transaction performance.
• Increased adoption and operational utilization of products while reducing incidents and servicing gaps.
• Implementation of continuous improvement initiatives and receiving positive feedback from partners and internal stakeholders.

Why Work at Liquid Group?

• Join a growing payments technology company linking businesses across regional and international payment ecosystems.
• Collaborate with top merchants, financial institutions, and payment partners on innovative payment solutions.
• Play a vital role in shaping the operational experience and future success of the company's ecosystem.
• Participate in a dynamic, entrepreneurial environment where operational excellence and customer success drive business growth.