Operation Manager (Payment Gateway Business)

Role Overview: Own and scale the operational backbone of the payment gateway business within a growing listed technology company. This is a senior leadership role with direct accountability for ensuring that every transaction, settlement, and merchant interaction runs reliably, compliantly, and at scale. Lead Payment Operations, Settlement & Reconciliation, Merchant Onboarding & Support, and Risk/Fraud Monitoring Operations, working in close partnership with Engineering, Product, Compliance, Legal, and Finance.

• Manage end-to-end payment operations, including transaction processing, clearing, settlement, and daily reconciliation across merchants, acquirers, banks, and internal systems. Monitor system performance and transaction success rates, resolve discrepancies and payment issues, and drive continuous improvements to enhance reliability and minimize failed or stuck transactions.
• Develop and optimize operational processes for fraud detection, transaction monitoring, and suspicious activity reporting while ensuring compliance with regulatory requirements, including Bank of Thailand regulations, PCI-DSS, and AML/KYC. Partner with Compliance and Legal teams to implement regulatory changes, strengthen operational controls, and maintain audit readiness.
• Manage the end-to-end merchant onboarding lifecycle, from application intake and KYC/KYB due diligence through integration and go-live, ensuring efficient turnaround while maintaining robust compliance and risk controls. Oversee merchant support operations, driving timely resolution of operational issues, integration queries, and escalations to ensure a smooth merchant experience.
• Manage high-volume payment operations across multiple payment methods, including cards, bank transfers, e-wallets, and QR payments. Oversee multi-acquirer and multi-bank settlement and reconciliation while ensuring operational compliance with central bank regulations and PCI-DSS requirements.
• Lead, coach, and performance-manage Product Managers and UX/UI Designers.
• Design and evolve the operations organization structure as the company grows.
• Build an operations culture centered on accuracy, accountability, service excellence, and continuous improvement.

Essential Experience

Must Have

• 8+ years of experience in operations leadership within payments, FinTech, banking, or financial services, with direct ownership of payment processing or settlement operations.
• Proven experience building or scaling operations teams in a high-volume, transaction-driven environment.
• Strong understanding of payment ecosystems—acquirers, payment schemes, settlement flows, chargebacks, and reconciliation.
• Hands-on experience with regulatory and compliance operations (e.g., PCI-DSS, AML/KYC, central bank reporting).

Preferred

• Direct experience operating within a payment gateway, payment service provider (PSP), or acquiring business.
• Background in both card-based and alternative payment method operations (e-wallets, QR, real-time bank transfers).
• Experience operating in listed or corporate environments while maintaining execution speed.
• Demonstrated ability to partner effectively with Engineering, Product, and Finance to drive operational excellence.