Regional Head of Customer Delivery

**Location**
- Singapore

**Contract Type**
- Permanent Full Time

**Closing Date**
- 28/10/2025

Fexco Payments & FX is seeking a Regional Head of Customer Delivery, based in Singapore, to lead the end-to-end implementation of cross-border payment solutions across the Asia Pacific region.

This is a high-impact leadership role where you'll collaborate with cross-functional teams, develop and manage complex delivery programs, shaping the future of international payments in one of the world’s most exciting growth markets.

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

**Job Purpose**

The Regional Head of Customer Delivery Manager owns the end-to-end delivery of cross border payments solutions for partners and prospective partners 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 understood and 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, 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 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), own the Pre-Sales and Discovery process, ensuring a full understanding of the customer’s payments landscape.
- 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.
- 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 solutions align with partner 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 key metrics post-launch.
- 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 imp