Director, Onboarding Operations

Director, 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 200,000 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 2,000 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 you’re 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 you’re motivated by our mission and operating principles https://www.airwallex.com/us/operating-principles. You move fast with good judgment, dig deep with curiosity, and make decisions from first principles, balancing speed and rigor. You're humble and collaborative; turn zero‑to‑one ideas into real products, and you “get stuff done” end-to-end. You use AI to work smarter and solve problems faster. Here, you’ll tackle complex, high‑visibility problems with exceptional teammates and grow your career as we build the future of global banking. If that sounds like you, let’s build what’s next. ABOUT THE TEAM The Operations team at Airwallex plays a pivotal role in driving the company’s 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 YOU'LL DO As the Director, Onboarding operations, you will own the end-to-end global strategy for client onboarding, unifying today’s fragmented approach into a consistent, digital-first experience. Your focus will be to reduce time-to-productivity while strengthening our global brand. You’ll 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 adhe ... (truncated, view full listing at source)