Job Description The Sales Operations Head is the strategic and operational lead for the ShopeePay Merchant Business Development (BD) organization. This role designs, optimizes, and manages the full sales operations backbone that supports merchant onboarding, activation, and growth across both offline and online channels. The Head of Sales Operations owns end-to-end sales operations and directly orchestrates priorities, quality, and workload across a team of cross-trained Sales Operations Team members. The role ensures that Sales Ops functions are efficient, compliant, data-driven, and scalable-enabling BD teams to acquire and activate merchants quickly without compromising regulatory requirements or service quality. The Head Owns End-to-end Sales Operations, Including Merchant onboarding KYM and compliance Quality Assurance Risk assessment Process and policy governance Systems and tools improvement Competitor analysis and operational benchmarking Analytics, reporting, and insights Day-to-day operational support for the Merchant BD team Key Responsibilities Strategy & Operational Excellence Design and execute the Sales Operations strategy aligned with BD growth targets, expansion plans, and product launches. Review, redesign, and optimize processes to reduce friction, shorten merchant activation timelines, and ensure team KPIs are consistently met. Identify operational gaps and drive automation opportunities (e.g., forms, workflows, CRM, onboarding tools, dashboards). Establish operational KPIs for compliance, onboarding, and activation, and ensure high performance against these metrics. Prioritize and rebalance daily and weekly onboarding workloads across Sales Ops Associates to ensure uninterrupted coverage and SLA adherence. Compliance, Risk, and Quality Management Ensure all processes adhere to regulatory requirements, KYM standards, and internal audit expectations. Maintain strong risk controls for merchant screening, documentation, and due diligence, while continuously reviewing opportunities to simplify documentary requirements and improve merchant experience without increasing risk. Lead root-cause analysis of operational errors or escalations and implement preventive measures to avoid recurrence. Define and enforce quality standards across onboarding and activation processes. People Leadership Lead, coach, and mentor Sales Ops team members; monitor individual performance and KPIs and ensure team members remain on track. Develop a team of cross-trained Sales Ops team capable of handling end-to-end onboarding and activation independently. Ensure full interchangeability across the team through continuous cross-training and robust process documentation. Build team capabilities in communication, stakeholder management, problem-solving, and operational reporting. Foster a high-performance culture grounded in accountability, quality, and service excellence. Data, Reporting & Insights Own reporting frameworks for onboarding funnel health, activation metrics, merchant status, and SLA performance. Provide insights that influence BD strategies (e.g., churn analysis, activation drop-offs, onboarding trends). Ensure accuracy of data across internal systems and partner databases. Cross-Functional Leadership Serve as the primary Sales Operations counterpart to BD leadership and internal teams including Compliance, Risk, Product, Marketing, and Technology. Facilitate smooth execution of new SOPs, product rollouts, and compliance programs. Represent Sales Operations in key discussions, decision-making forums, and presentations to senior management. Requirements Education Bachelor's degree in Business Administration, Operations Management, Finance, Economics, or a related field. Experience At least 5 years of experience in Sales Operations, Operations, Merchant Operations, Business Operations, or related roles, preferably within fintech, payments, banking, or technology-driven organizations. Proven experience managing merchant onboarding, KYM/compliance processes, or operational workflows at scale. Prior people management or team leadership experience is required. Experience working with cross-functional teams (BD, Compliance, Risk, Product, Tech) is essential. Experience in merchant acquiring, payments, wallets, or lending products Experience driving automation or systems improvements is a plus Experience in coordinating and responding to internal and external audits is preferred Skills & Competencies Strong understanding of merchant onboarding, KYM, and risk assessment frameworks. Excellent process design and optimization skills with a strong bias for execution. Highly analytical and data-driven, with experience in reporting, dashboards, and operational metrics. Strong stakeholder management and communication skills, able to influence without authority. Detail-oriented with a strong sense of ownership and accountability. Comfortable operating in fast-paced, ambiguous environments and balancing speed with compliance.
