Hafiz Aidi

Background

About Hafiz Aidi

I’m a senior operations leader with deep experience scaling high-impact teams, transforming service models, and driving strategic change across global financial and fintech organizations. With a strong track record in both people leadership and individual ownership, I thrive in complex environments where customer experience, regulatory compliance, and operational excellence must align. At Wise, I lead the global high-value customer operations segment, spanning Customer Support, Payments, KYC, Fraud, and Sanctions. I’ve scaled teams by over 200 agents, grown the segment base 13 times, and launched a new 24/7 service experience that improved resolution rates and NPS while reducing churn and suspensions. My work includes setting team-wide OKRs, managing operational metrics, influencing senior leadership through QBRs, and delivering measurable improvements through workflow and strategic design. Previously at Credit Suisse, I built and led the regional Account Operations team from the ground up, overseeing teams in Singapore and India. I designed SOPs, implemented risk controls, launched a proprietary workflow tool that cut handling time by 30%, and led end-to-end regulatory change initiatives. What sets me apart is my ability to zoom in and out — to lead at scale while still diving deep into design, data, and delivery. Whether it’s aligning stakeholders across risk, compliance, tech, and the front office, or driving operational KPIs and service quality through automation and root cause analysis, I bring structure, focus, and forward motion. Key Strengths & Expertise: Operations & Service Management – Managing large-scale customer support and account operations to ensure efficiency, compliance, and high-quality service delivery. Process Optimization & Workflow Automation – Implementing AI-driven solutions, automation, and data analytics to improve performance and reduce operational bottlenecks. Customer Experience & Retention – Enhancing customer journeys through data-driven decision-making and service innovation. Stakeholder Engagement & Cross-Team Collaboration – Partnering with global teams, senior leadership, and technology stakeholders to align operations with business objectives. Project & Change Management – Leading high-impact projects that transform customer operations, account services, and regulatory processes. Let’s connect! I’d love to exchange insights on operations, customer service strategy, and process innovation.