Director, Partner Services & Delivery

About Liquid Group Liquid Group is a Singapore-headquartered payments technology company enabling digital payment acceptance and cross-border payment interoperability across a growing network of merchants, financial institutions, payment partners and ecosystem participants globally. Through our payment infrastructure, merchant acquiring capabilities and ecosystem partnerships, we help businesses participate in domestic and international payment networks, expand customer reach, and accelerate digital payment adoption. Operating across multiple markets and payment ecosystems, Liquid Group works closely with merchants, issuers, acquirers, banks and payment partners to deliver secure, seamless and scalable payment experiences. At Liquid Group, we foster a collaborative, entrepreneurial and results-driven culture where innovation and execution go hand in hand. Role Overview The Director, Partner Services & Delivery is responsible for ensuring the successful operational delivery, readiness, servicing and ongoing performance of Liquid Group's merchants, issuers, acquirers and ecosystem partners across Singapore. Acting as the operational face of Liquid Group, this role serves as the primary operational relationship manager for partners after commercial onboarding, ensuring they are operationally ready, effectively supported and continuously engaged to maximise adoption, service quality and transaction performance. Working closely with Product, Growth & Partnerships, Growth & Activation, Technology and the regional Customer Operations teams, the role drives operational excellence across product rollouts, partner servicing, ecosystem performance monitoring, issue resolution and continuous operational improvement. Key Responsibilities Partner Services & Relationship Management • Serve as the primary operational contact for merchants, issuers, acquirers and ecosystem partners across Singapore. • Build strong operational relationships through regular engagement, business reviews and onsite visits. • Provide operational guidance and consultation to partners on product capabilities, processes and best practices. • Coordinate partner servicing activities to ensure a consistently high level of service delivery. • Work closely with regional Customer Operations teams to ensure seamless day-to-day support for partners. Operational Readiness & Product Delivery • Lead operational readiness activities for new partner onboarding, product enhancements, feature releases and payment corridor expansions. • Coordinate business readiness, operational walkthroughs, training sessions and rollout planning with internal and external stakeholders. • Ensure new products and enhancements are operationally executable and fully supported before launch. • Support migration planning and rollout coordination across regional markets where required. • Provide operational feedback to Product and Technology teams to improve implementation readiness and customer experience. Partner Performance & Ecosystem Health • Monitor partner operational performance, transaction trends, service quality and ecosystem participation. • Identify merchants and partners with declining or underperforming transaction activity and proactively engage them to understand underlying issues. • Conduct operational reviews and recommend improvement initiatives to increase adoption, transaction volumes and service effectiveness. • Work collaboratively with Growth & Activation and Growth & Partnerships teams to support partner engagement and ecosystem growth initiatives. • Provide regular operational performance insights and recommendations to management. Training & Operational Enablement • Develop and deliver operational training, product briefings and refresher sessions for merchants and partners. • Ensure partners understand operational processes, new product capabilities and service procedures. • Support operational adoption of new initiatives, features and ecosystem programmes. • Promote best practices that improve operational efficiency and partner experience. Service Delivery & Escalation Management • Coordinate the resolution of operational issues, servicing gaps and partner escalations. • Act as the operational liaison between partners and internal Product, Technology and Customer Operations teams. • Lead root cause analysis for recurring operational issues and drive corrective actions. • Monitor service quality and recommend improvements to strengthen operational governance and partner satisfaction. Operational Excellence & Continuous Improvement • Review and enhance operational workflows, service processes and support procedures. • Identify opportunities to improve efficiency, automation and service delivery across the partner ecosystem. • Drive continuous improvements that strengthen operational scalability and ecosystem readiness. • Support the development of operational standards and governance frameworks across regional markets. Cross-Functional Collaboration • Work closely with Product, Growth & Partnerships, Growth & Activation, Technology, Compliance and Customer Operations teams to ensure successful delivery of partner initiatives. • Coordinate cross-functional activities supporting product launches, market expansion and strategic projects. • Ensure operational considerations are incorporated into new product development and commercial initiatives. • Represent the operational voice of partners by providing feedback and recommendations to internal stakeholders. Key Requirements Education • Bachelor's Degree in Business, Operations Management, Finance, Technology or a related discipline. Experience • Minimum 8–12 years of experience in fintech, payments, banking or related financial services industries. • Proven experience managing operational relationships with merchants, payment partners, financial institutions or enterprise clients. • Experience in payment operations, merchant acquiring, product ope…