Merchant Acquiring Operations Officer

Chinabank PH; Makati; On-site; PHP 1,400,000 - 2,200,000; Full time

Job summary

Chinabank PH is hiring for a senior merchant acquiring operations role in Metro Manila. You will own end-to-end processes for POS, E‑commerce, QRPH, and related services, ensuring accurate settlements, reconciliations, and adherence to policies.

The role requires extensive experience in card acquiring, payment operations, and regulatory compliance, with strong analytical and stakeholder management skills to drive efficiency and service quality.

Qualifications

• Bachelor's Degree in Business, Finance, Accounting, Information Technology, or related field.
• Minimum 5-8 years of experience in card acquiring, electronic payments, merchant acquiring operations, payment gateway operations, or banking operations.
• Strong knowledge of merchant settlement, reconciliation, chargebacks, card network rules, and payment operations.
• Familiarity with Visa, Mastercard, JCB, UnionPay, QRPH, and BSP regulatory requirements.
• Experience in operational risk management, incident management, and service delivery management.
• Strong analytical, problem-solving, and stakeholder management skills.
• Experience working with acquiring systems, payment gateways, and merchant management platforms is preferred.

Responsibilities

• Establish and manage end‑to‑end merchant acquiring processes for POS, E‑Commerce, QRPH, SoftPOS, Installment, and related services.
• Develop and implement policies, procedures, service standards, and controls for merchant acquiring.
• Oversee merchant onboarding, account set‑up, maintenance, amendments, suspension, and termination.
• Ensure timely, accurate merchant settlements, fee computation, reconciliation, and funding processes.
• Manage daily reconciliation of merchant transactions against acquiring systems and settlement accounts.
• Monitor operational performance, reconciliation breaks, and aging items.
• Handle merchant inquiries, complaints, and service requests within SLAs.
• Lead chargeback, retrieval requests, disputes, and representment per card scheme rules.
• Coordinate with Gateways, POS Vendors, Card Networks, BSP, and internal teams on ops matters.
• Monitor processing, settlement failures, system incidents, and fraud alerts; escalate as needed.
• Ensure BSP, card scheme, PCI DSS, and internal policy compliance.
• Generate and analyze operational and portfolio reports, disputes, and dashboards.
• Support new product launches, testing, and operational readiness for changes.
• Establish business continuity and resilience procedures for merchant acquiring operations.
• Identify process improvements and drive efficiency and quality.

Skills

Analytical skills

Problem solving

Stakeholder management

Education

Bachelor's degree in Business/Finance/Accounting/IT

Tools

Acquiring systems

Payment gateways

Merchant management platforms

Job description

• Establish and manage end-to-end merchant acquiring operational processes for POS, E-Commerce, QRPH, SoftPOS, Installment, and related payment acceptance services.
• Develop and implement operational policies, procedures, service standards, and controls to support the merchant acquiring business.
• Oversee merchant onboarding, account set-up, maintenance, amendments, suspension, and termination activities in accordance with approved policies.
• Ensure timely and accurate merchant settlement, fee computation, reconciliation, and funding processes.
• Manage daily reconciliation of merchant transactions against acquiring systems, payment gateways, card network reports, and settlement accounts.
• Monitor operational performance, transaction exceptions, aging items, and unresolved reconciliation breaks.
• Handle merchant inquiries, complaints, operational issues, and service requests within established service level agreements (SLAs).
• Lead chargeback, retrieval request, dispute resolution, and representment activities in compliance with card scheme rules and regulatory requirements.
• Coordinate with Payment Gateways, POS Vendors, Card Networks, BSP, Operations, Finance, Treasury, Risk Management, and Contact Center teams on operational matters.
• Monitor transaction processing, settlement failures, system incidents, fraud alerts, and operational risks and ensure timely escalation to management.
• Ensure compliance with BSP regulations, card scheme operating regulations, PCI DSS requirements, and internal policies.
• Generate and analyze operational reports, merchant portfolio performance reports, reconciliation reports, dispute reports, and management dashboards.
• Support implementation, testing, and operational readiness for new merchant acquiring products, services, enhancements, and system changes.
• Establish business continuity, incident management, and operational resilience procedures for merchant acquiring operations.
• Identify process improvement opportunities and drive operational efficiency, automation, and service quality initiatives.
• Manage relationships with service providers and vendors to ensure adherence to contractual obligations and service standards.

Qualifications

• Bachelor's Degree in Business, Finance, Accounting, Information Technology, or related field.
• Minimum 5-8 years of experience in card acquiring, electronic payments, merchant acquiring operations, payment gateway operations, or banking operations.
• Strong knowledge of merchant settlement, reconciliation, chargebacks, card network rules, and payment operations.
• Familiarity with Visa, Mastercard, JCB, UnionPay, QRPH, and BSP regulatory requirements.
• Experience in operational risk management, incident management, and service delivery management.
• Strong analytical, problem-solving, and stakeholder management skills.
• Experience working with acquiring systems, payment gateways, and merchant management platforms is preferred.

Key Performance Indicators (KPIs)

• Settlement accuracy and timeliness.
• Reconciliation break resolution rate.
• Chargeback ratio and dispute resolution turnaround time.
• Merchant inquiry and complaint resolution SLA compliance.
• Operational incident response and closure timelines.
• Regulatory and audit compliance results.
• Merchant service quality and satisfaction levels.
• Operational efficiency and process improvement achievements.