Operations Support Manager

RESPONSIBILITIES:

• The Operations Support Manager supports the Department Head in overseeing end-to-end payment operations, with particular focus on transaction disputes, chargebacks, arbitration, settlement-related activities, and participant support.
• Ensures operational cases, requests, and reports are handled accurately, objectively, and within agreed turnaround times, while complying with internal policies, regulatory requirements, and service standards.
• Oversees operational and regulatory reporting, including coordination with banks/payment participants, Risk and Compliance, IT, and other internal and external stakeholders.
• Provides guidance on complex or escalated transaction disputes and helps ensure consistent handling of cases across the team.
• Supports settlement, funding, transaction monitoring, and participant-related operational requirements, ensuring timely coordination and issue resolution.
• Drives process improvements, automation initiatives, system enhancements, and UAT to improve operational deficiency, accuracy, and service delivery.
• Leads and develops the team by setting clear expectations, coaching employees, and promoting accountability, collaboration, regulatory discipline, and service excellence

QUALIFICATIONS:

• Bachelor’s degree in business, IT, Finance, Banking, Management, or related field.
• At least 6 years of relevant experience in: Transaction banking, Payment operations, ATM/channel operations, Card/electronic payment operations, Dispute/chargeback operations
• Must have hands-on experience in transaction disputes, chargebacks, arbitration, or escalated payment cases.
• Experience in a regulated financial services environment, including regulatory/compliance and operational reporting.
• Prior team leadership or supervisory experience.
• Strong stakeholder management and coordination skills.

HIGHLY PREFERRED:

• Exposure to BSP-regulated payment operations
• Experience with InstaPay, PESONet, ATM, switching, acquiring/issuing, or other electronic payment channels
• Knowledge of settlement, reconciliation, funding, or transaction monitoring
• Experience in process improvement, automation, system enhancements, or UAT

Data Collection and Privacy Statement

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All personal data obtained shall be treated with strict confidentiality and safeguarded through appropriate organizational, physical and technical security measures. Access to such information shall be limited to authorized personnel directly involved in the recruitment and client endorsement process and shall not be disclosed to unauthorized parties, except as may be required by law.

By submitting your application, you further represent that all information provided is true and accurate and authorize the retention of your application records for current and future employment opportunities, unless otherwise requested in writing.