Head of Onboarding Operations

About Airwallex

Airwallex is the only unified payments and financial platform for global businesses. Powered by our unique combination of proprietary infrastructure and software we empower over 200000 businesses worldwide including Brex Rippling Navan Qantas SHEIN and many more with fully integrated solutions to manage everything from business accounts payments spend management and treasury to embedded finance at a global scale.

Proudly founded in Melbourne we have a team of over 2000 of the brightest and most innovative people in tech across 26 offices around the globe. Valued at US$8 billion and backed by world-leading investors including T. Rowe Price Visa Mastercard Robinhood Ventures Sequoia Salesforce Ventures DST Global and Lone Pine Capital Airwallex is leading the charge in building the global payments and financial platform of the future. If youre ready to do the most ambitious work of your career join us.

Attributes We Value

We hire successful builders with founder-like energy who want real impact accelerated learning and true ownership. You bring strong role-related expertise and sharp thinking and youre motivated by our mission and operating principles. You move fast with good judgment dig deep with curiosity and make decisions from first principles balancing speed and rigor.

Youre humble and collaborative; turn zerotoone ideas into real products and you get stuff done end-to-end. You use AI to work smarter and solve problems faster. Here youll tackle complex highvisibility problems with exceptional teammates and grow your career as we build the future of global banking. If that sounds like you lets build whats next.

About the team

The Operations team at Airwallex plays a pivotal role in driving the companys overall customer experience and operational excellence. We are a collaborative group of analysts strategists and operational experts who are passionate about translating vision into action. We leverage data insights sharp problem-solving skills and a deep understanding of the business to optimize processes uplift customer experience identify uplift opportunities and ensure Airwallex operates efficiently at scale and delivers a delightful customer experience.

What youll do

As the Head of Onboarding operations you will own the end-to-end global strategy for client onboarding unifying todays fragmented approach into a consistent digital-first experience. Your focus will be to reduce time-to-productivity while strengthening our global brand. Youll also ensure the right balance between global standardization and local legal requirements so every new client feels connected supported and ready to succeed from Day 0.

Responsibilities:

Strategic Design & Global Governance:

• Own the global onboarding operating model and standardized journeys defining where localization is required across regions.

• Set and maintain SLAs KPIs SOPs and RACI for internal teams and vendors to ensure consistent execution.

Operational Excellence & Digital Transformation:

• Lead process improvement and automation to reduce cycle times defects and handoffs from signed client to productive client.

• Drive adoption of digital tools (workflow ticketing self-service) and maintain standard playbooks for key client segments.

Cross-Functional Ecosystem Leadership:

• Act as the central owner of the onboarding experience coordinating Sales Account Management/CS Product Compliance Legal Risk Operations and Engineering.

• Build and scale training and enablement for onboarding teams and stakeholders clarifying roles and engagement models.

• Leverage data and insights to influence product policy and resourcing.

Performance Risk & Vendor Management:

• Define track and report on global onboarding metrics (e.g. Time-to-Productivity Time-to-Activation CSAT/NPS SLA adherence).

• Run regular business reviews to drive accountability and continuous improvement.

• Own vendor strategy and governance ensuring performance and compliance with KYC/KYB Right-to-Work (where relevant) and data privacy requirements.

Who you are

Were looking for people who meet the minimum requirements for this role. The preferred qualifications are great to have but are not mandatory.

Minimum qualifications:

• 10 years in operations shared services or service delivery leadership with at least 5 years leading global or multi-region programs/teams.

• Proven experience running high-volume multi-country onboarding operations.

• Strong process design project/program management and stakeholder management skills.

• Data-driven operator with advanced skills in Excel/Sheets and experience working with BI or dashboarding tools.

• Demonstrated experience applying automation and AI to scale onboarding such as:

  • Workflow automation and rules-based routing

  • Knowledge retrieval/search and internal copilots for onboarding teams

  • Client-facing chatbots or guided experiences with appropriate controls

  • Governance frameworks to ensure accuracy privacy and compliance

• Deep understanding of risk privacy security and regulatory considerations relevant to onboarding (e.g. data handling security reviews contractual/legal steps) and a track record of partnering closely with Legal Compliance and InfoSec.

• Experience leading and developing teams (including managers) in a fast-paced high-growth environment.

Preferred qualifications:

• Experience in technology financial services or B2B SaaS with complex regulatory environments.

• Background in customer success implementation or service design with a strong focus on journey mapping and experience design.

• Proficiency with tools such as Salesforce Zendesk or similar platforms used to orchestrate onboarding.

Applicant Safety Policy: Fraud and Third-Party Recruiters

To protect you from recruitment scams please be aware that Airwallex will not ask for bank details sensitive ID numbers (i.e. passport) or any form of payment during the application or interview process. All official communication will come from an @ email address. Please apply only through or our official LinkedIn page.

Airwallex does not accept unsolicited resumes from search firms/recruiters. Airwallex will not pay any fees to search firms/recruiters if a candidate is submitted by a search firm/recruiter unless an agreement has been entered into with respect to specific open position(s). Search firms/recruiters submitting resumes to Airwallex on an unsolicited basis shall be deemed to accept this condition regardless of any other provision to the contrary.

Equal opportunity

Airwallex is proud to be an equal opportunity employer. We value diversity and anyone seeking employment at Airwallex is considered based on merit qualifications competence and talent. We dont regard color religion race national origin sexual orientation ancestry citizenship sex marital or family status disability gender or any other legally protected status when making our hiring decisions. If you have a disability or special need that requires accommodation please let us know.

Required Experience:

Director