Support Operations Manager at Thunes

Manila, Metro Manila, Philippines -

Full Time

Start Date

Immediate

Expiry Date

03 Sep, 26

Salary

0.0

Posted On

05 Jun, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

B2B2C Customer Support, Financial Crime Operations, AML/KYC, Process Design, SOP Documentation, Transaction Monitoring, Account Takeover Investigation, Team Management, Cross-functional Collaboration, Problem Solving, Troubleshooting, Data Analysis

Industry

Financial Services

Description

About Thunes Thunes is the Smart Superhighway for money movement around the world. Thunes’ proprietary Direct Global Network allows Members to make payments in real-time in over 140 countries and more than 90 currencies. Thunes’ Network connects directly to over 12 billion mobile wallets and bank accounts worldwide, via more than 350 different payment methods, such as GCash, M-Pesa, Airtel, MTN, Orange, JazzCash, Easypaisa, AliPay, WeChat Pay and many more. Thunes’ Direct Global Network differentiates itself through its worldwide reach, in-house Smart Treasury Management Platform and Fortress Compliance Infrastructure, ensuring Members of the Network receive unrivalled speed, control, visibility, protection, and cost efficiencies when making real-time payments globally. Members of Thunes’ Direct Global Network include gig economy giants like Uber and Deliveroo, super-apps like Grab and WeChat, MTOs, fintechs, PSPs and banks. Headquartered in Singapore, Thunes has offices in 15 locations, including Barcelona, Beijing, Dubai, London, Manila, Nairobi, Paris, Shanghai, Hong Kong, Miami, Johannesburg, Riyadh, San Francisco and Atlanta For more information, visit: https://www.thunes.com/ Role Context We are seeking our first Operations team member to help run and shape our back office operations from the ground up. This is a hands on, highly cross-functional role where you’ll directly support customers, payouts, and financial crime workflows. You’ll be critical in ensuring smooth daily operations while helping define the processes and tools that will scale with the company. Key Responsibilities B2B2C Customer Support Respond to and resolve inquiries from both business clients and end users Troubleshoot payment and account issues Escalate and track bugs or systemic issues Financial Crime Operations Review transaction monitoring alerts and flag suspicious activity Review and investigate potential Account Takeover (ATO) cases, including suspicious login or payout behavior Take action on flagged accounts (e.g., escalate, restrict, or hold payouts) Document investigations clearly for audit and compliance purposes Support ongoing improvements to ATO detection and prevention processes Process Building & Improvement Hire, train, and manage a global operations team over time Help design and document workflows and SOPs Identify inefficiencies and propose automation opportunities Establish workflows, escalation paths, and quality standards Cross-functional Support Partner with Product, Engineering, and Compliance to improve operations Act as the voice of the customer and operations internally Qualifications 2–5 years experience in operations and support within financial services Strong attention to detail and ability to manage multiple workflows Interest or experience in AML/KYC or financial crime operations Comfortable with ambiguity and building from scratch Strong communication and problem-solving skills What Success Looks Like Smooth execution of daily support and payout workflows High responsiveness and quality in customer interactions Accurate handling of fincrime alerts and compliance tasks Clear, documented processes that enable future scaling Experience leading teams across support or fincrime Proven ability to build processes from scratch and scale them Data driven mindset with experience using dashboards and metrics

Responsibilities

Manage back-office operations including B2B2C customer support and financial crime workflows. Design and document scalable processes and SOPs while building and leading a global operations team.