Payment & Operations Support Team Manager (Based in Bangkok)

1 нед. назад

ThailandWorldwideLeadOnsite

Manage the Payment & Operations Support team focusing on payment solutions and customer support in the travel industry.

О компании

The Payment & Ops Support team is responsible for providing high quality customer support to customers, with a primary focus on payment solutions. 
The Payment & Ops Support team provide customers & internal stakeholders with escalated payment related support, manage manual processing needs as part of delivering payments and refunds across global and local payment methods. The Payment & Ops Support team provide a high standard of post-booking customer service supporting the remediation & processing of payment requests and assisting frontline agents.
The teams prides ourselves on outstanding attention to details, commitment, and full dedication to what they do. 
The Payment & Ops support team strives to protect from regulatory incidents & financial loss through identifying & preventing compliance opportunities.

Обязанности

Our team supports all languages with representation from most teams. We operate with a strong sense of teamwork to support each other through sharing workload, skills & information, productivity & language support. We connect regularly through team meetings, training sessions and team fun events as well as catch ups with team leaders.
Lead a team of Payment & Ops Support specialists Lead, develop, and inspire a team of Payment & Operations Support Specialists
Set clear performance expectations and monitor team productivity and quality through structured KPIs and SLAs
Provide consistent, constructive 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
Act as a deputy for the Regional Customer Services Manager when required
Support agents managing payment related cases: Processing payment escalations
Interco/Merchant Commission Escalations
Cancelling & manually authorizing complex payments
Processing stuck refund via logging in to payment gateways’ interfaces
Serve as a subject-matter expert — applying real-world payment industry knowledge to diagnose, triage, and resolve operational issues quickly
Oversees traffic distribution, reporting and analysis Liaise with relevant stakeholders to source and distribute data for evaluation
Analyze operational data to uncover trends, root causes, and improvement opportunities
Leverage tools such as Excel, SQL, Tableau, or equivalent BI tools to translate raw data into actionable insights
Coordinate & delegate task ownership among team
Monitor and analyze Payment insights Review and identify compliance opportunities across SOP, system process & regulatory requirements across a range of priority topics
Find and escalate root cause drivers of opportunities, identifying patterns and trends across teams
Identify and escalate business process & system improvement opportunities to improve customer experience, agent adherence and reduce inefficiencies/financial loss
Partner & liaise with a range of stakeholders to drive continuous improvement Engage with operations leaders & FIN stakeholders to provide targeted, actionable insights for improvement
Partner with project leaders, Change Enablement leaders & L&D to provide people/process/system insights and improvement suggestions
Own issue improvement
Lead deep-dive investigations into recurring or high-impact payment issues
Drive and/or participate in mini-projects and process improvement initiatives end-to-end
Instill a continuous improvement mindset across the team — championing a culture where every inefficiency is an opportunity
Onboard new Payment & Ops Support Specialists Coach and mentor new Payment & Ops Support specialists

Требования

Experience: 6+ years of blended experience in payment operations, financial services, project management, customer support, or contact center operations, with a minimum of 2 years in a people-management or managerial role.
Payment operations expertise:  Direct experience handling payment escalations, refunds, chargebacks, disputes, authorizations, reconciliation, or gateway-level issue resolution
Financial services background:  Hands-on professional experience at a payment gateway, fintech company, e-wallet provider, digital bank, merchant acquirer, or card scheme is strongly preferred
Data acumen:  Strong ability to analyze operational data, identify trends, and present insights clearly; proficiency in Excel and PowerPoint is required; SQL, Tableau, or BI tools are a strong advantage
Risk & compliance awareness:  Understanding of financial controls, regulatory requirements, customer risk, and opportunities to prevent errors, financial loss, and compliance incidents.
Effective communication:  Ability to explain payment and operational findings to stakeholders and produce clear reports, summaries, and improvement recommendations.
People management:  Demonstrated ability to coach, mentor, motivate, and manage team productivity, quality, attendance, and performance.
Problem solving & continuous improvement:  Ability to investigate complex, multi-layered issues, define root causes, and drive resolution independently
Teamwork & collaboration:  Trusted partner across multiple functions, including Operations, Finance, Payments, Risk, and Compliance; reliable under pressure.
Ownership:  Demonstrated ownership, accountability, attention to detail, and resilience in fast-paced, dynamic, multicultural environments.
English proficiency:  Excellent command of spoken and written English; the ability to speak and write in any additional language will be preferred.

Будет плюсом

Experience with payment gateways, card schemes, merchant acquiring, digital wallets, fraud operations, or transaction monitoring.
Knowledge of products, payment processes, and post-booking customer-service procedures.
Consistency and reliability / Flexibility and agility
Emotional intelligence & 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 small group of individuals
Presentation (Excel, PowerPoint)
Working Shift : 5 days rotating shift schedule, with weekends and Public Holiday included (shifts rotate throughout the week). Additional working hours may be required based on specific business needs .
Location:  This position will be working in Bangkok, Thailand. Relocation support eligibility is provided .
Selection Steps: Qualification/Suitability check -> SHL G+ -> First interview with Payment RCSM -> Candidates who pass the 1st interview will proceed to final interview with Lead SPM

Как откликнуться

Другое

At , we bridge the world through travel. Our story began in 2005, when two lifelong friends and entrepreneurs, driven by their passion for travel, launched to make it easier for everyone to explore the world.  
 
Today, we are part of Booking Holdings [NASDAQ: BKNG], with a diverse team of over 7,000 people from 90 countries, working together in offices around the globe. Every day, we connect people to destinations and experiences, with our great deals across our millions of hotels and holiday properties, flights, and experiences worldwide.
 
No two days are the same at . Data and technology are at the heart of our culture, fueling our curiosity and innovation. If you’re ready to begin your best journey and help build travel for the world, join us.
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At , we pride ourselves on being a company represented by people of all different backgrounds and orientations. We prioritize attracting diverse talent and cultivating an inclusive environment that encourages collaboration and innovation. Employment at is based solely on a person’s merit and qualifications. We are committed to providing equal employment opportunity regardless of sex, age, race, color, national origin, religion, marital status, pregnancy, sexual orientation, gender identity, disability, citizenship, veteran or military status, and other legally protected characteristics.
We will keep your application on file so that we can consider you for future vacancies and you can always ask to have your details removed from the file. For more details please read our privacy policy .
We do not accept any terms or conditions, nor do we recognize any agency’s representation of a candidate, from unsolicited third-party or agency submissions. If we receive unsolicited or speculative CVs, we reserve the right to contact and hire the candidate directly without any obligation to pay a recruitment fee.