Card Operations, US Lead

Aspire is the leading all-in-one finance operating system for growing businesses in APAC. We are on a mission to reinvent business finance for a new generation of entrepreneurs and business owners, empowering startups and MSME to realise their full potential. 

Founded in 2018, Aspire has raised over USD 300M+ across equity and debt from world-class investors. In 2023, we successfully closed an oversubscribed USD 100 million Series C equity round led by Sequoia Capital and Lightspeed Ventures with participation of Tencent, Paypal Ventures, LGT Capital Partners, Picus Capital and MassMutual Ventures. To power our solutions, we have partnered with some of the best companies in the world such as Visa and Wise and helped more than 50,000 businesses using our suite of products.

For 2 consecutive years in 2022 & 2023, Aspire has been awarded Best Employer of the Year and Startup of the year by Asia FinTech Awards, and also LinkedIn’s Top Startup in Singapore. In 2023, we also made it to CB Insights’ Top 100 Global Fintech List. 

You will be amazed by the energy and experience of our team! Aspire serves as an environment for you to innovate and drive change with our team of ex-entrepreneurs, ex-founders, and high-achievers with international and diverse backgrounds.

Are you a top talent who is passionate about entrepreneurship? Join our rapidly growing team to make an impact in the fintech space! 

ABOUT THE TEAM

At Aspire, we are committed to empowering our customers throughout their journey with us. Our Operations Team ensures customers can operate seamlessly on our platform, and guarantee the best customer experience possible.

ABOUT THE ROLE

As the Card Operations Lead, you will be the key point of contact for all card-related operations, ensuring the smooth and efficient handling of escalations, process optimizations, and cross-team collaboration. You will play a pivotal role in managing card operations while leading a team of analysts to ensure the business runs like clockwork.

In addition to managing day-to-day operations, you will have a critical role in supporting Aspire’s expansion into a new country. You will be instrumental in setting up and scaling card operations in this new market, ensuring that our infrastructure is robust and optimized for local requirements.

Key primary responsibilities include:

• Acting as the Product Expert on all card-related operations for both internal teams and external clients.
• Own & improve card payment metrics: payment success rate, reconciliation SLA, reconciliation breaks, card activation SLAs, fraud rates, NPS
• Leading card-related escalations and providing timely resolutions to maintain the highest standards of service.
• Identifying process gaps and areas of improvement to optimize operational workflows.
• Collaborating with the account management, onboarding, and support teams to provide top-tier service to our client base.
• Providing feedback, creating documentation, and assisting in the training of teams to enhance first-line support capabilities.
• Managing a team of analysts to ensure seamless daily operations.
• Partnering closely with the Tech team to drive product improvements and enhancements.
• Supporting the launch of card operations in a new market, ensuring compliance with local regulations, adapting processes to meet new requirements, and building relationships with new vendors and partners.
• Establishing best practices for scaling operations, focusing on efficiency, reliability, and adaptability as we expand into new geographies.

Qualifications:

• Analytical mindset: Experience with data analysis, deriving insights, and making decisions based on data, preferably in a technical or fintech setting. Comfortable with spreadsheets and data tools.
• Problem-solving skills: Able to tackle unfamiliar challenges with a proactive approach and a determination to find the best solution, even when none currently exists.
• Customer obsession: A natural ability to put yourself in the customer's shoes, ensuring a customer-first approach in all decision-making.
• Outstanding communication: Clear and concise communication skills to articulate ideas and solutions to both customers and internal stakeholders. Experience writing and executing SOPs is a plus.
• Proven experience: At least 3+ years of experience managing card operations or other payment-related operations in a full-time role.
• Expansion experience: A proven track record of helping companies expand into new markets, particularly in adapting operational processes to comply with local regulations and building operational frameworks in a scalable, repeatable manner.
• Leadership skills: Demonstrated ability to lead a team, mentor junior staff, and manage complex operations in a fast-paced, high-growth environment.

The annual US base salary range for this role is $100,000 - $160,000. This salary range may cover a number of levels at Aspire and will be narrowed during the interview process based on a number of factors, including the candidate’s experience, qualifications, performance in the interview process and final location.

What we offer

• Uncapped flexible annual leave.
• Hybrid work arrangement. 
• Training subsidy for your professional growth.
• Wellness benefit.
• Team bonding budget to foster collaboration and sense of belonging.
• Flexibility to work from anywhere (for up to 90 days per annum).
• Culture is Key: We always strive to cultivate a special culture that brings special talents together - You can learn more about our culture on our careers site and LinkedIn Life page.
  

Equal Opportunity Statement 

Aspire is an equal opportunity employer and is committed to providing equal employment opportunities to all qualified individuals without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or any other protected characteristic as outlined by applicable laws. 

Please note: by submitting your application, you acknowledge that you have read and understood Aspire’s Data Protection Policy for Employees, Freelancers, Contractors and Job Applicants (the “Policy”), and consent to the collection, use and disclosure of your personal data by Aspire for the purposes set out in the Policy. You may withdraw consent for such collection, use and disclosure, and make an access or correction request in respect of your personal data, in accordance with the Policy by emailing people@aspireapp.com.