Payment Operations Lead
Key Responsibilities:
Lead, coach, and develop the Payment Operations team through regular one-on-ones, performance management, career development planning, and ownership of team and individual OKRs.
Own end-to-end oversight of PESONet and InstaPay transaction processing and settlement, including reconciliation coordination, exception management, and end-of-day balancing, ensuring transactions are settled accurately and within rail cut-off windows, and that discrepancies, returns, and rejects are resolved within SLA.
Serve as the primary escalation point for complex or high-severity settlement issues, coordinating resolution with internal teams (Product, Engineering, Compliance, Finance) and external banking, e-wallet, and payment rail partners including SLA discussions for recurring or systemic issues.
Define, track, and report team and department KPIs (accuracy, turnaround time, exception aging, incident volume) to senior management, driving process improvement initiatives to increase efficiency and reduce risk.
Lead operational readiness for new payment features, partners, or rail/process changes, coordinating UAT, updating SOPs and documentation, and training the team ahead of go-live.
Ensure the team's adherence to internal controls, BSP regulatory requirements, AML/CTF obligations, and standard operating procedures governing fiat money movement and customer transactions.
Manage team staffing, scheduling, and workload distribution to maintain adequate operational coverage, including during peak volume periods, incidents, or extended hours as needed.
Perform ad hoc tasks and lead or contribute to larger-scale projects under the broader Coins.ph Payments Operations roadmap.
What You Bring:
5+ years of experience in payments operations, settlement, banking operations, or fintech transaction workflows, including at least 2 years managing or leading a team within a fiat settlement, treasury operations, or payments operations function with hands-on experience coaching, developing, and performance-managing team members.
Hands-on, working experience processing and reconciling PESONet and InstaPay transactions is required, including a solid understanding of rail mechanics, cut-off schedules, and return/reject handling (not merely familiarity or exposure).
Bachelor's degree in Business, Finance, Operations, or a related field.
Working knowledge of BSP regulations and operating rules relevant to PESONet, InstaPay, and other electronic fund transfer rails.
Proven track record of owning operational KPIs, leading incident escalations, and driving measurable process improvements.
Strong stakeholder management skills, with experience partnering across Product, Engineering, Compliance, Finance, and external banking/e-wallet partners.
Strong analytical, documentation, and reporting skills; proficient with Google Suite, Excel, operational dashboards/BI tools, and AI-assisted productivity platforms (e.g., Claude) to drive operational efficiency.
Excellent communication skills in both English and Filipino.
Reliable, organized, and able to lead a team effectively in a fast-paced environment with shifting priorities.