Operations Supervisor (with FinTech/Banking Experience)

The Operations Supervisor shall be responsible to monitor the effectivity & efficiency of the department and apply methods to improve processes such as customer service and operations.

Also, the new Operation Supervisor keeps track on key performance indicators (KPIs) which include, compliance in company policy, on time submission of reportorial requirements, merchant & customer handling management, reduced operations cost and progress on administrative tasks.

Job Description:

1. Spearhead and ensure compliance to company’s policies and procedures in the onboarding of merchants and customers.
2. Handle customer service & operations to ensure that the processes is compliant with the standard operating procedures (SOPs).
3. Lead the team in coordination with vendors (system service providers) and resolve technical and operations issues and concerns.
4. Monitor the team performance(s) and service level agreements (SLAs) in the interaction with the merchants and customers in terms of their transaction concerns.
5. Train and lead the operations team in the proper usage (or within company standard) in using the company’s proprietary systems and handling customer or merchant complaints via the company’s social media accounts.
6. Participate in strategic planning and goal-setting for various business functions including customer support, finance, IT and operations.
7. Clear and effective communication with other business units to escalate and resolve internal and external issues and concerns.
8. Manages and handles the team’s work timings and schedules.
9. Basic knowledge in Philippine tax rules and regulations, process in settlements and collections.
10. Submit and monitor required report regarding the department’s performance as required by the Operations Deputy Director

Job Qualifications:

• Bachelor's Degree in Operations Management, Business Administration, Finance, Accounting, or any related field.
• At least three (3) years of experience in the FinTech, banking, financial services, or payment industry.
• Proven experience in supervising or leading a team, with the ability to manage performance, schedules, and daily operations.
• Strong leadership, organizational, problem-solving, and decision-making skills with excellent attention to detail.
• Knowledge of customer service operations, operational policies, standard operating procedures (SOPs), and service level agreements (SLAs).
• Experience in handling merchant and customer onboarding, operations, or customer support is an advantage.
• Basic knowledge of Philippine tax regulations, settlements, and collections is preferred.
• Proficient in Microsoft Office (especially Excel) and Google Workspace applications.
• Excellent communication and stakeholder management skills, with the ability to coordinate effectively across different business units and external vendors.
• Willing to work onsite and be assigned in Taguig City.