Head of OTC & Cloud Support

Key Responsibilities:

1. Operational Leadership

• Lead OTC and Cloud support operations in Kuala Lumpur ensuring delivery against KPIs and customer commitments
• Oversee core service functions including incident change and operational support
• Drive accountability and operational excellence across teams
• Deputy Head of Support Delivery - APAC

2. Service Delivery & Governance

• Establish and maintain service delivery governance frameworks aligned with global operational policies and standards
• Monitor performance risks and service health providing executive-level reporting
• Lead service reviews and continuous improvement initiatives

3. Customer & Stakeholder Management

• Act as senior escalation point for major incidents and client issues
• Partner with account product and service teams to ensure consistent delivery
• Build strong stakeholder relationships across the organisation

4. People Leadership

• Lead and develop regional teams and managers across APAC
• Drive a high-performance customer-focused culture
• Support workforce planning talent development and succession

5. Process Excellence & Continuous Improvement

• Improve efficiency scalability and service quality through process optimisation and automation
• Leverage data and analytics to drive decision-making and performance improvements

6. Risk & Resilience

• Ensure compliance with regulatory security and internal standards
• Lead incident response risk management and business continuity planning

7. Strategy & Transformation

• Support the Head of Global Support Delivery in regional strategy execution and long-term operational planning
• Assist in aligning APAC support delivery operations with global Swift strategic priorities.

What we expect:

• Bachelors degree in information technology Computer Science Engineering Business Administration or related field.
• MBA or equivalent postgraduate qualification preferred.
• 1012 years of experience in IT service delivery operations management or fintech services.
• 58 years in senior leadership or management roles.
• Experience managing large regional operations or service teams.
• Proven experience working with financial institutions or mission-critical financial infrastructure.
• ITIL (v3 or v4) Certification
• PMP / Prince2 or equivalent program management certification
• Certifications in service management operational risk or governance frameworks
• Domains / Industry: Technical engineering / Banking operations / Customer operations / Customer Experience / Payment Operations / Cloud support

Competency Profile:

• Results-driven: Accountable decisive and performs under pressure
• Operational excellence: Drives high standards and continuous improvement
• Commercial acumen: Understands market customers and business priorities
• Leadership: Builds develops and inspires high-performing teams
• Communication: Engages effectively across stakeholders and cultures
• Strategic mindset: Translates strategy into execution and drives transformation

Leadership Expectations:

• Demonstrate accountability for the teams service performance.
• Champion customer-centric service delivery across the organization.
• Identify growth opportunities encourage continuous learning and supporting career advancement for team members.
• Lead by example in promoting Swifts ways of working operational excellence and continuous improvement.
• Act as a strategic operational partner to the Head of Support Delivery APAC.

What we offer

We give you a competitive package

We help you perform at your best

We help you make a difference

We give you the freedom to be yourself

We give you the freedom to be yourself. We are creating an environment of unique individuals like you with different perspectives on the financial industry and the world. A diverse and inclusive environment in which everyones voice counts and where you can reach your full potential.

We are committed to an inclusive and accessible recruitment process. If you require a reasonable accommodation related to accessibility during your application or interview please contact or indicate this in your application.

Please note that this mailbox is not monitored for general recruitment enquiries and should only be used for accessibility or accommodation-related requests (for example related to vision hearing or neurodiversity).

All requests are confidential and will not affect your candidacy.

Dont meet every single requirement At Swift we are dedicated to building a workplace where people can bring their full selves and ideas to the team so if you are excited about this role we encourage you to apply even if you do not meet every single qualification.