Job Description

Location: Makati

Work Setup: Onsite

Shift: Dayshift

Salary: 70,000 - 100,000

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

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