# Payment & Operations Support Team Manager (Based in Bangkok) **Company**: Agoda **Location**: Bangkok **Work arrangement**: onsite **Experience**: senior **Job type**: full-time **Category**: Operations **Industry**: Finance **Apply**: https://job-boards.greenhouse.io/agoda/jobs/8131995?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply **Canonical**: https://yubhub.co/jobs/job_fc972217-1ae ## Description The Payment & Operations Support Team Manager will lead a team of Payment & Ops Support specialists, providing high-quality customer support to Agoda customers with a primary focus on payment solutions. Key responsibilities include: - Leading, developing, and inspiring a team of Payment & Operations Support Specialists - Setting clear performance expectations and monitoring team productivity and quality through structured KPIs and SLAs - Providing consistent, constructive coaching and performance feedback - Managing attendance, conduct, and team wellbeing with empathy and consistency - Driving talent growth by participating in recruitment, onboarding, and career development conversations - Acting as a deputy for the Regional Customer Services Manager when required - Supporting agents managing payment-related cases, processing payment escalations, and serving as a subject-matter expert - Overseeing traffic distribution, reporting, and analysis, and liaising with relevant stakeholders to source and distribute data for evaluation - Analyzing operational data to uncover trends, root causes, and improvement opportunities - Leveraging tools such as Excel, SQL, Tableau, or equivalent BI tools to translate raw data into actionable insights - Coordinating and delegating task ownership among team members - Monitoring and analyzing Payment insights - Reviewing and identifying compliance opportunities across SOP, system process & regulatory requirements - Finding and escalating root cause drivers of opportunities, identifying patterns and trends across teams - Identifying and escalating business process & system improvement opportunities to improve customer experience, agent adherence, and reduce inefficiencies/financial loss - Partnering and liaising with a range of stakeholders to drive continuous improvement - Engaging with operations leaders & FIN stakeholders to provide targeted, actionable insights for improvement - Owning issue improvement, leading deep-dive investigations into recurring or high-impact payment issues, and driving and/or participating in mini-projects and process improvement initiatives end-to-end - Instilling a continuous improvement mindset across the team - Onboarding new Payment & Ops Support Specialists and coaching and mentoring new team members. Requirements: - 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 - Direct experience handling payment escalations, refunds, chargebacks, disputes, authorizations, reconciliation, or gateway-level issue resolution - Financial services background with hands-on professional experience at a payment gateway, fintech company, e-wallet provider, digital bank, merchant acquirer, or card scheme - Strong ability to analyze operational data, identify trends, and present insights clearly - Proficiency in Excel and PowerPoint, with SQL, Tableau, or BI tools being a strong advantage - Understanding of financial controls, regulatory requirements, customer risk, and opportunities to prevent errors, financial loss, and compliance incidents - Effective communication and people management skills - Demonstrated ability to coach, mentor, motivate, and manage team productivity, quality, attendance, and performance - Ability to investigate complex, multi-layered issues, define root causes, and drive resolution independently - Teamwork and collaboration skills, with the ability to work across multiple functions - Ownership, accountability, attention to detail, and resilience in fast-paced, dynamic, multicultural environments - Excellent command of spoken and written English. Nice to have: - Experience with payment gateways, card schemes, merchant acquiring, digital wallets, fraud operations, or transaction monitoring - Knowledge of Agoda 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 groups of individuals - Presentation skills (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: Bangkok, Thailand. Relocation support eligibility is provided. ## Skills ### Required - payment operations - financial services - project management - customer support - contact center operations - people management - data analysis - SQL - Tableau - Excel - PowerPoint - BI tools - financial controls - regulatory requirements - customer risk - compliance incidents - communication - teamwork - collaboration ### Nice to have - payment gateways - card schemes - merchant acquiring - digital wallets - fraud operations - transaction monitoring - Agoda products - payment processes - post-booking customer-service procedures --- Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/agoda/jobs/8131995?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)