Head of Operations

COMPANY DESCRIPTION

About CRIF

CRIF is a global leader in credit bureau, business information, credit risk solutions and digital solutions. We elevate businesses to the next level with an expert blend of data and analytics. Through data-driven insights, we empower businesses to make confident, sustainable decisions across the credit lifecycle, while mitigating risk and fuelling growth.

Headquartered in Italy with more than 6,000 professionals worldwide, we operate in 39 countries across four continents. We have a strong presence in Asia with regional headquarters in Hong Kong SAR and Singapore, as well as offices in key cities including, Dushanbe, Hanoi, Ho Chi Minh City, Jakarta, Kaohsiung, Kuala Lumpur, Manila, Shanghai, Shenzhen, Taipei, Taichung, Tashkent, Tokyo and Zhongli.

Location: Ho Chi Minh City, Vietnam

Position Summary

The Head of Operations will lead and oversee CRIF Vietnam's operational delivery, ensuring excellence in service execution, process efficiency, compliance, and customer satisfaction. As a key member of the Vietnam leadership team, this role will drive operational strategy, align local initiatives with regional and global objectives, and represent Vietnam in global steering committees and operational forums across CRIF's international network.

The successful candidate will play a critical role in sharing best practices, identifying opportunities for continuous improvement, and ensuring operational performance supports CRIF's growth ambitions in Vietnam.

Key Responsibilities

• Provide strategic leadership for all operational activities within CRIF Vietnam.
• Lead, develop, and mentor a high-performing operations team, fostering a culture of accountability, collaboration, and continuous improvement.
• Design and implement operational strategies that enhance efficiency, scalability, service quality, and customer experience.
• Drive operational excellence initiatives and process optimization methodologies.
• Establish and monitor key performance indicators (KPIs), service levels, and operational governance frameworks.
• Manage operational budgets, resource planning, and capacity management to support business growth.
• Ensure compliance with CRIF global standards, local regulations, data security requirements, and risk management policies.
• Partner closely with senior leadership, sales, technology, product, and support teams to achieve organizational objectives.
• Identify operational risks and implement proactive mitigation and business continuity measures.
• Build and maintain strong relationships with clients, regulators, vendors, and key internal stakeholders.
• Represent CRIF Vietnam in regional and global steering committees, sharing operational insights, best practices, and business improvement opportunities.
• Lead transformation and change management initiatives to support business expansion and operational maturity.

Qualifications & Experience

• Minimum 10 years of progressive leadership experience in operations management, preferably within financial services, information services, fintech, credit bureau, risk management, or data-driven organizations.
• Demonstrated success in leading large operational teams and managing complex business operations.
• Strong strategic thinking, analytical, problem-solving, and decision-making capabilities.
• Proven experience driving operational transformation, process improvement, and productivity enhancement initiatives.
• Experience working within a multinational organization and collaborating with regional and global stakeholders.
• Strong understanding of governance, compliance, risk management, and service delivery best practices.
• Exceptional communication, stakeholder management, and leadership skills.
• Ability to operate effectively in a fast-paced, matrixed, and multicultural environment.
• Fluent English communication skills, both written and verbal.