As an Merchant Transformation Director in the Client Onboarding and Service team, you will lead the efforts to transform the complete Onboarding and Servicing experience for all of our clients enabled on the Commerce Platform and Core Merchant technology stacks. You will be the COS focal and contact point for the Merchant Services Product and Technology teams as well and the internal COS product team as it pertains to the Merchant Services business. You will additionally partner with cross-functional teams within Merchant to prioritize, implement, and scale Onboarding and Servicing  solutions, ensuring alignment with business goals and measurable outcomes. We value collaboration, transparency, and a culture of continuous improvement—your leadership will help us achieve our ambitious goals and set new benchmarks for success.

Job Responsibilities:

• Create, evaluate, prioritize, and implement transformational use cases across Merchant client onboarding and service functions
• Define and track key performance indicators (KPIs) and objectives and key results (OKRs) for program performance and outcomes
• Produce and deliver executive-ready reporting on portfolio performance, outcomes, and key accomplishments
• Build, lead, and mentor a high-performing team of program managers, ensuring the team has the skills, tools, and capacity to meet objectives
• Drive a culture of continuous improvement through best practice sharing and lessons learned
• Partner with cross-functional teams to align priorities, manage dependencies, and communicate risks and issues to leadership
• Advise and influence senior leaders on portfolio priorities, capability investments, and major change initiatives
• Build trusted relationships with key stakeholders to drive alignment, decision-making, and adoption of AI solutions
• Remove blockers, manage escalations, and ensure timely delivery of program objectives

Required Qualifications, Capabilities, and Skills:

• Bachelor’s degree 
• 10 years of industry experience in program management and change management within a large-scale organization, focusing on transformation initiatives (for Singapore: must have 10 years’ experience)
• Strong understanding of Merchant Services process and technology
• High proficiency with Microsoft PowerPoint for executive-level documents and Excel for program analytics
• Experience with Microsoft SharePoint and data visualization tools such as Alteryx or Tableau
• Strategic thinking and problem-solving abilities, with proven experience applying analytical tools to develop solutions
• Ability to work independently, manage multiple priorities, and deliver results in a fast-paced environment
• Strong organizational and project management skills with attention to detail
• Excellent interpersonal skills and ability to build effective partnerships with all levels of management across diverse functions and locations
• Strong leadership and team-building skills
• Excellent oral and written executive-level communication and presentation skills

Preferred Qualifications, Capabilities, and Skills:

• Master’s degree in business administration (MBA)
• Prior experience in AI/ML technology delivery
• Experience leading large-scale transformation initiatives in financial services or related industries
• Demonstrated ability to influence senior stakeholders and drive major change initiatives
• Experience in building and mentoring high-performing teams
• Familiarity with governance, design standards, and performance measurement for AI programs
• Professional qualifications from reputable training institutes or professional bodies (for Hong Kong: due recognition should be given)

Officer Title and Job Grade will be determined at time of offer and may differ from this posting.