Operations Support Manager

Position: Operations Support Manager

Location: Makati City, Metro Manila, Philippines

Duration: Permanent

Work Mode: Fully Onsite

Job Summary:

• 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 efficiency, accuracy, and service delivery.

• Leads and develops the team by setting clear expectations, coaching employees, and promoting accountability, collaboration, regulatory discipline, and service excellence

Job Qualifications:

• Bachelor's degree in Business, IT, Finance, Banking, Management, or related field.

• At least 6 years of relevant experience in:

o Transaction banking

o Payment operations

o ATM/channel operations

o Card/electronic payment operations

o 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