Operations Manager at Paynamics

Makati, Metro Manila, Philippines -

Full Time

Start Date

Immediate

Expiry Date

26 Sep, 26

Salary

0.0

Posted On

28 Jun, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Operations Management, Technical Support, Service Desk Management, Incident Management, Ticketing Systems, L1 Support Workflows, Leadership, Analytical Skills, Problem Solving, Process Improvement, SLA Monitoring, KPI Tracking, Workforce Scheduling, Performance Evaluation, Compliance Management, Cross-functional Coordination

Industry

Financial Services

Description

Join Our Team at Paynamics Technologies Inc.! Company Description As a BSP-licensed Electronic Money Issuer and Registered Operator of Payment Systems, Paynamics is a trusted leader in the fintech space. We deliver end-to-end payment infrastructure that empowers every layer of the economyfrom SMEs and conglomerates to government agencies and financial institutions. Whether its payment acceptance, disbursement, or full wallet ecosystems, our modular platforms are designed to address the complexities of scale, compliance, and interoperability. Through our secure and innovative technologies, we help shape and empower the Philippines digital landscapedriving financial inclusion, enabling digital transformation, and building a more connected, digital-first economy. Job Title: Operations Manager Location: Makati City Job Type: Full-time Work Set-up: Hybrid Job Description Lead, manage, and mentor the L1 operations/support team to ensure consistent, high-quality service delivery. Oversee daily queue management, ticket triaging, and timely resolution of issues. Develop, refine, and implement standard operating procedures (SOPs) for L1 support. Coordinate with cross-functional teamsincluding Product, Engineering, Compliance, and Paymentsto escalate and resolve incidents. Monitor SLAs, KPIs, and service performance dashboards; provide regular reports and insights to leadership. Identify operational gaps and drive process improvements to enhance efficiency and customer satisfaction. Ensure compliance with industry standards, internal policies, and regulatory requirements applicable to fintech services. Manage workforce scheduling, workload distribution, and performance evaluations for the team. Support onboarding, training, and continuous development initiatives for L1 support staff. Qualifications Bachelors degree in Business, IT, Operations, or a related field. 35+ years of experience in operations management, technical support, or service desk managementpreferably in the fintech or payments industry. Strong understanding of incident management, ticketing systems, and L1 support workflows. Excellent leadership, communication, and analytical skills. Ability to thrive in a fast-paced, highly regulated, and rapidly evolving environment. Strong problem-solving mindset and a passion for operational excellence. By applying, you authorize the company to process your personal information solely for recruitment purposes, in accordance with applicable data protection regulations.

Responsibilities

Lead and mentor the L1 operations team to ensure high-quality service delivery and timely ticket resolution. Develop standard operating procedures and coordinate with cross-functional teams to resolve incidents and improve operational efficiency.