Team Lead – Payment Gateway

Working Hours: Monday – Friday, 9:00 AM – 6:00 PM

Language Requirement: Mandarin Speaker with strong English communication skills

Job Summary

Working Location: Gtower

We are looking for an experienced and motivated Team Lead – Payment Gateway to oversee daily operations, manage team performance, and ensure smooth and efficient payment gateway processes. The ideal candidate should have strong leadership skills, excellent problem-solving abilities, and experience in payments, fintech, e-commerce, banking, or related industries.

Key Responsibilities

Lead, coach, and manage a team handling payment gateway operations and customer/payment-related activities.
Monitor daily team performance against operational KPIs, SLAs, quality, and productivity targets.
Oversee payment transactions, payment failures, refunds, disputes, settlements, and other payment gateway-related issues.
Identify and troubleshoot operational issues, escalating complex cases to relevant internal teams or payment partners.
Work closely with Product, Technology, Risk, Compliance, Finance, and other stakeholders to resolve payment-related issues.
Analyze operational trends and transaction issues to identify opportunities for process improvement.
Prepare and present regular performance and operational reports to management.
Ensure the team follows established processes, policies, security requirements, and compliance standards.
Conduct coaching, performance reviews, team briefings, and knowledge-sharing sessions.
Manage escalations professionally and ensure timely resolution of critical payment issues.
Support the implementation of new payment products, processes, systems, and operational initiatives.
Maintain strong relationships with internal stakeholders, merchants, payment partners, and other relevant parties.

Requirements

Diploma or Bachelor's Degree in Business, Finance, Payments, or a related field.
3–5 years of relevant experience, with at least 1–2 years in a team leadership or supervisory role.
Experience in BPO, payment gateway, fintech, e-commerce, digital payments, banking, or financial services is highly preferred.
Strong understanding of payment processes, transaction flows, refunds, chargebacks, settlements, and payment failures.
Mandarin-speaking ability is required to communicate effectively with Mandarin-speaking stakeholders/customers.
Good command of English, both written and spoken.
Strong analytical, problem-solving, and decision-making skills.
Excellent communication and stakeholder management skills.
Ability to work independently while effectively leading and developing a team.
Proficient in Microsoft Office, particularly Excel and PowerPoint.

What We Offer

Monday to Friday working schedule
Regular working hours: 9:00 AM – 6:00 PM
Career development and leadership opportunities
Collaborative and multicultural working environment

Team Lead - Mandarin Speaker