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
