Hybrid Fintech Operations Lead: L1 Support & SOPs

Paynamics; Philippines; Hybrid; PHP 800,000 - 1,200,000; Full time

Job summary

Paynamics Technologies Inc. in Makati City is seeking an experienced Operations Manager to lead the L1 operations/support team and ensure high-quality service delivery in a hybrid work setup.

You will oversee queue management, implement SOPs, monitor SLAs and KPIs, and collaborate with Product, Engineering, Compliance, and Payments to sustain fintech standards and regulatory compliance.

Qualifications

• Bachelor's degree in Business, IT, Operations, or a related field.
• 5-7+ years in operations management, technical support, or service desk in fintech/payments.
• Strong incident management and ticketing workflow knowledge.
• Excellent leadership, communication, and analytical skills.
• Thrives in fast-paced, regulated fintech environments.
• Passion for operational excellence.

Responsibilities

• Lead, manage, and mentor the L1 operations/support team to ensure consistent, high-quality service delivery.
• Oversee daily queue management, ticket triaging, and timely resolution of issues.
• Develop, refine, and implement standard operating procedures (SOPs) for L1 support.
• Coordinate with cross-functional teams including Product, Engineering, Compliance, and Payments to align operations and improve service delivery.
• Monitor SLAs, KPIs, and service performance dashboards; provide regular reports and insights to leadership.
• Identify operational gaps and drive process improvements to enhance efficiency and customer satisfaction.
• Ensure compliance with industry standards, internal policies, and regulatory requirements applicable to fintech services.
• Manage workforce scheduling, workload distribution, and performance evaluations for the team.
• Support onboarding, training, and continuous development initiatives for L1 support staff.

Skills

Incident management

Ticketing systems

L1 support workflows

Leadership

Communication

Analytical skills

Problem-solving mindset

Education

Bachelor's degree in Business/IT/Operations

Tools

Ticketing software

Job description

Paynamics Technologies Inc. in Makati City is seeking an experienced Operations Manager to lead the L1 operations/support team and ensure high-quality service delivery in a hybrid work setup.

You will oversee queue management, implement SOPs, monitor SLAs and KPIs, and collaborate with Product, Engineering, Compliance, and Payments to sustain fintech standards and regulatory compliance.