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.