Summary
Overview
Work History
Education
Skills
Timeline
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Paul Bastow

Strategic Partnerships APAC - Head
Singapore

Summary

Accomplished FinTech and Payments leader with over 10 years of global experience driving strategic growth through high-impact partnerships. Currently serving as Head of Strategic Partnerships in Singapore, I have successfully led regional expansion initiatives and cultivated long-term alliances with major financial institutions across multiple verticals, including banking, digital assets, card schemes, and embedded finance. Known for a commercial mindset and deep industry knowledge, I specialize in unlocking revenue opportunities, entering new markets, and positioning organizations as key players in competitive ecosystems. Adept at navigating complex regulatory environments and aligning stakeholder goals to deliver scalable, client-centric solutions.

Overview

8
8
years of professional experience

Work History

Partnerships Manager APAC

Thredd
01.2024 - Current
  • Network/Scheme Partnerships: Point of contact for Visa, MasterCard and Discover, ensuring successful and collaborative relationships across APAC markets. Attending Network events to ensure we stay close to new and innovate products
  • Commercial & Contractual Ownership: Negotiating commercial and operational contracts, displaying clear roles and responsibilities for a successful partnership
  • Strategic Model: Implemented a strategy to ensure partnerships are identifying and delivering on opportunities in line with the business goals.
  • Partnership Growth & Onboarding: Identified and analyzed potential partners to increase the business offering and service client/prospect demand, leading them through integration upon delivery
  • Lead Generation: Utilizing partnerships to identify new business opportunities for sales and account management teams, delivering on revenue targets for the region.
  • Process Implementation: Created and implemented a process for partnership identification and integration, ensuring visibility in-line with the sales process, as well as clear ownership across functions
  • Tracking and Scalability: Ensured partner governance and performance tracking were introduced, allowing business reviews to be conducted with factual data and identify areas of further collaboration
  • Product Audit: Mapped all Network products and solutions provided by Visa, MasterCard and Discover, creating a knowledge base and gap analysis for the business to review in line with the product roadmap
  • Eco-System Management: Responsible for the wider partner network; BIN Sponsors, System Integrators, Card Bureaus, Fraud Management System Providers, and more, to keep enhancing the product

Head of Operations - APAC

Solaris
09.2022 - 12.2023
  • Leading Client & Customer Services Excellence Across Regions: Take charge of Client & Customer Services in APAC, Europe, and the UK with unwavering responsibility. Drive internal and external quality assurance to ensure unparalleled service standards.
  • Establishing Financial and Digital Partnerships: Identifying, negotiating and integrating with key partners to ensure growth in APAC. Responsible for working closely with Visa and MasterCard to identify markets across APAC where Solaris can initially target
  • Pioneering Card Bureau Integration: Spearhead the seamless integration of new card bureaus in APAC. Skillfully handle contractual negotiations and conduct performance reviews for optimal outcomes.
  • Strategic Company Bank Account Setup in APAC: Establish the Company's bank account in APAC with precision. Ensure treasury operations are meticulously tailored for efficiency and accuracy. Maintain Solaris’ supplier/partner operations at peak performance.
  • Proactive Risk Management: Assume responsibility for the risk management log in APAC. Identify startup requirements and potential exposure points. Execute meticulous planning, in-depth analysis, and flawless delivery to mitigate risks.
  • Mastering Fraud and Transaction Oversight: Lead the charge in fraud prevention and transaction monitoring. Collaborate with outsourcing partners to implement robust oversight measures.
  • Ensuring Robust Incident Management: Take on the vital role of safeguarding the business, partners, and account holders. Establish and maintain effective incident management processes.
  • Operational Readiness in APAC: Establish operational capabilities to secure a groundbreaking $5M revenue deal in APAC. Set up all necessary controls, systems, and processes within just six months of arrival, providing the business with a launchpad for immediate success.

Head of Customer Experience & Client Care

Solaris (Formerly Contis)
01.2021 - 08.2022
  • Team Management: Orchestrated a dynamic team of up to 50 individuals across Customer Experience, Client Care, Incident Management, and Quality Assurance.
  • Handled High Call Volume with Precision: Seamlessly handled approximately 20,000 calls monthly, consistently exceeding SLAs and quality standards.
  • Regulatory Excellence: Took charge of crucial regulatory tasks and reporting, conducting around 300 KYC checks, addressing complaints, and reviewing vulnerable customer cases each month.
  • Enhanced Incident Management and Communication: Spearheaded incident management teams, enhancing Root Cause Analysis (RCA) techniques and communication strategies, resulting in a remarkable +16 improvement in Client Net Promoter Score (NPS).
  • Pandemic-Proofed Operations: Successfully implemented a remote working solution during the pandemic, maintaining 100% uptime to ensure uninterrupted service for employees and operational partners.
  • Efficient Client and Customer Communication: Provided oversight for Client and Customer communication, promptly responding to approximately 7,000 Client tickets and 3,000 Customer emails monthly, ensuring swift and effective responses.
  • Facilitated Office Relocation and Expansion: Led and facilitated the relocation of the operational area, establishing an operational hub capable of serving Clients and Customers across multiple locations, facilitating a team growth of approximately 35%.
  • Strategic Budgeting and Forecasting: Demonstrated expertise in budgeting and forecasting to keep Contis at the forefront of delivering a world-class service.
  • Strategic Partnering with Clients: Strategically planned and executed Client operational setups, from the sales process to go-live, optimizing efficiency and performance across various global locations.
  • Adaptive Marketing Strategies: Monitored evolving consumer trends, proactively adapting marketing strategies to maintain relevance in a dynamic landscape.
  • Streamlined Service Delivery: Redesigned and implemented a more efficient organizational structure while retaining all employees, resulting in improved performance against SLAs and higher NPS.
  • Driving Growth and Performance: Held responsibility for the strategic design and planning, ensuring Contis' alignment with growth plans and contractual performance, serving approximately 80 Clients and 2 million account holders worldwide.

Customer Excellence Manager

Solaris (Formerly Contis)
12.2017 - 12.2020
  • Led and Supervised Teams of Up to 20: Effectively managed and provided guidance to teams in both Customer and Client services, guaranteeing the exceptional resolution of operational queries and issues.
  • Ensured 24/7 Service with Outsourcers: Oversaw and managed two outsourced teams, ensuring Contis delivered uninterrupted 24/7 service to account holders.
  • Conducted Comprehensive Compliance Reviews: Conducted thorough reviews of Client operational areas to confirm compliance with Company licenses and the provision of a suitable level of service.
  • Revamped Telephony & Webchat Services: Spearheaded the sourcing and implementation of a new telephony and webchat provider, resulting in an improved service and an enhanced customer offering.
  • Strategic Resolution Improvement: Took charge of a 'Resolution Improvement Plan,' leading to an impressive approximately 20% reduction in inbound calls, optimizing operational efficiency.
  • Reduced Abandonment Rates Dramatically: Introduced strategic initiatives that led to a remarkable improvement, reducing abandonment rates from 30% to an impressive 5%

Education

High School Diploma -

Titus Salt School
Leeds, UK
04.2001 -

Skills

- Issuer Processing, BaaS, Fintech

- Payments

- Prepaid, debit and credit cards

- Strategic Partnerships (Networks, BIN Sponsorship, Fraud Management, Card Issuance)

- Client Care & Excellence

- B2C, B2B, B2B2C

- Crypto, Web 30 & Digital Assets

- Global strategy and mindset

- Account Management

- Operational Set-up and Excellence

Timeline

Partnerships Manager APAC

Thredd
01.2024 - Current

Head of Operations - APAC

Solaris
09.2022 - 12.2023

Head of Customer Experience & Client Care

Solaris (Formerly Contis)
01.2021 - 08.2022

Customer Excellence Manager

Solaris (Formerly Contis)
12.2017 - 12.2020

High School Diploma -

Titus Salt School
04.2001 -

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Paul BastowStrategic Partnerships APAC - Head