Mandarin Team Lead – Payment Gateway Ops

TP; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Job summary

TP in Kuala Lumpur is seeking an experienced Team Lead – Payment Gateway to oversee daily operations, coach a team, and ensure smooth payment gateway processes. Mandarin-speaking with strong English communication and leadership skills are essential.

You will monitor KPIs and SLAs, manage escalations, and collaborate with Product, Technology, Risk, Compliance and Finance to resolve payment issues and drive process improvements.

Qualifications

• Mandarin-speaking ability required for effective communication with stakeholders and customers.
• Strong English communication skills (written and spoken).
• Leadership experience with coaching and performance management.

Responsibilities

• Lead, coach, and manage a team handling payment gateway operations and customer/payment-related activities.
• Monitor daily team performance against KPIs, SLAs, quality, and productivity targets.
• Oversee payment transactions, failures, refunds, disputes, settlements, and other payment gateway issues.
• Identify and troubleshoot operational issues; escalate complex cases to relevant internal teams or partners.
• Collaborate with Product, Technology, Risk, Compliance, Finance and other stakeholders to resolve payment-related issues.
• Analyze operation trends to identify process improvement opportunities.
• Prepare and present regular performance and operational reports to management.
• Ensure adherence to processes, policies, security requirements, and compliance standards.
• Conduct coaching, performance reviews, and knowledge-sharing sessions.

Skills

Mandarin proficiency

English communication

Leadership

Analytical thinking

Stakeholder management

Education

Diploma or Bachelor’s in Business/Finance/Payments

Tools

Excel

PowerPoint

Job description

TP in Kuala Lumpur is seeking an experienced Team Lead – Payment Gateway to oversee daily operations, coach a team, and ensure smooth payment gateway processes. Mandarin-speaking with strong English communication and leadership skills are essential.

You will monitor KPIs and SLAs, manage escalations, and collaborate with Product, Technology, Risk, Compliance and Finance to resolve payment issues and drive process improvements.