Operations Manager

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

Join Our Team at Paynamics Technologies Inc.!

Company Description

As a BSP-licensed Electronic Money Issuer and Registered Operator of Payment Systems, Paynamics is a trusted leader in the fintech space.

We deliver end-to-end payment infrastructure that empowers every layer of the economyfrom SMEs and conglomerates to government agencies and financial institutions. Whether its payment acceptance, disbursement, or full wallet ecosystems, our modular platforms are designed to address the complexities of scale, compliance, and interoperability.

Through our secure and innovative technologies, we help shape and empower the Philippines digital landscapedriving financial inclusion, enabling digital transformation, and building a more connected, digital-first economy.

Job Title: Operations Manager
Location: Makati City
Job Type: Full-time
Work Set-up: Hybrid

Job Description

• 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 teamsincluding Product, Engineering, Compliance, and Paymentsto
• 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.

Qualifications

• Bachelors degree in Business, IT, Operations, or a related field.
• 35+ years of experience in operations management, technical support, or service desk managementpreferably in the fintech or payments industry.
• Strong understanding of incident management, ticketing systems, and L1 support workflows.
• Excellent leadership, communication, and analytical skills.
• Ability to thrive in a fast-paced, highly regulated, and rapidly evolving environment.
• Strong problem-solving mindset and a passion for operational excellence.
  

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