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You will lead a team of Payment & Operations Support Specialists, focusing on high-quality customer service for payment solutions. Your role involves managing escalations, manual processing of payments and refunds, and ensuring compliance to prevent financial loss. You will also analyze operational data to drive continuous improvement and mentor new team members.
This position requires strong expertise in payment operations, financial services, and data analysis. You will act as a subject-matter expert to resolve complex payment issues and partner with various stakeholders to optimize processes. The role demands a proactive approach to identifying compliance opportunities and implementing targeted action plans.
You will oversee traffic distribution, reporting, and analysis using tools like Excel, SQL, and Tableau. The team operates with a strong sense of collaboration, supporting each other through regular meetings and training sessions. You will be responsible for driving talent growth and maintaining high standards of team performance and wellbeing.
Responsibilities
Lead, develop, and inspire a team of Payment & Operations Support Specialists
Set clear performance expectations and monitor team productivity and quality through KPIs and SLAs
Provide consistent coaching and performance feedback; identify gaps early and implement targeted action plans
Manage attendance, conduct, and team wellbeing with empathy and consistency
Drive talent growth by participating in recruitment, onboarding, and career development conversations
Process payment escalations, interco/merchant commission escalations, and complex payment authorizations
Serve as a subject-matter expert to diagnose, triage, and resolve operational payment issues
Liaise with stakeholders to source and distribute data for evaluation
Analyze operational data to uncover trends, root causes, and improvement opportunities
Review and identify compliance opportunities across SOP, system processes, and regulatory requirements
Lead deep-dive investigations into recurring or high-impact payment issues
Drive and participate in process improvement initiatives end-to-end
Coach and mentor new Payment & Ops Support specialists
Requirements
6+ years of blended experience in payment operations, financial services, project management, customer support, or contact center operations
Minimum of 2 years in a people-management or managerial role
Direct experience handling payment escalations, refunds, chargebacks, disputes, authorizations, reconciliation, or gateway-level issue resolution
Hands-on professional experience at a payment gateway, fintech company, e-wallet provider, digital bank, merchant acquirer, or card scheme
Strong ability to analyze operational data, identify trends, and present insights clearly
Proficiency in Excel and PowerPoint; SQL, Tableau, or BI tools are a strong advantage
Understanding of financial controls, regulatory requirements, customer risk, and opportunities to prevent errors and compliance incidents
Excellent command of spoken and written English
Demonstrated ability to coach, mentor, motivate, and manage team productivity, quality, attendance, and performance
Ability to investigate complex, multi-layered issues, define root causes, and drive resolution independently
Trusted partner across multiple functions, including Operations, Finance, Payments, Risk, and Compliance
Demonstrated ownership, accountability, attention to detail, and resilience in fast-paced, dynamic environments
Nice to have
Experience with payment gateways, card schemes, merchant acquiring, digital wallets, fraud operations, or transaction monitoring
Knowledge of Agoda products, payment processes, and post-booking customer-service procedures
Consistency and reliability
Flexibility and agility
Emotional intelligence and control, calm, patient
Empathy and common sense
Strong facilitation and presentation skills
Freedom from prejudice, able to evaluate without biases
Leadership skills – ability to lead and organize a small group of individuals
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