Team Leader - Mandarin - Rotational 9AM - 9PM

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

Team Leader - Mandarin ( 9am to 6pm shift)

Intake Date: 14 September 2026

Working Hours: 5 working days + 2 days off per week

• Weekday Shifts: Rotational shifts between 9:00 AM and 9:00 PM, with each shift lasting 9 hours
• Weekend Shifts: Working hours are from 9:00 AM to 6:00 PM

Open only for Local Malaysians

Language Requirement: Mandarin Speaker with strong English communication skills

Job Summary

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
• Career development and leadership opportunities
• Collaborative and multicultural working environment