Operations Supervisor: Lead Merchant Ops & Growth

Global Payments Inc.; Quezon City; Sur place; PHP 600 000 - 800 000; Plein temps

Résumé du poste

Global Payments Inc. is seeking a Supervisor, Operations to join our Maintenance VM Ops Team. You will lead a team responsible for supporting merchant boarding and installation activities, ensuring service levels are met and processes are optimized.

The role emphasizes coaching, performance management, and driving efficiency across operations while partnering with clients and cross-functional teams to deliver on contractual commitments and maintain a high-quality customer experience.

Qualifications

• 2+ years in customer service, operations, payments, or related field.
• Strong analytical and problem-solving skills.
• Excellent communication and stakeholder management.

Responsabilités

• Lead and develop a high-performing team by coaching, performance management, training, and career development.
• Drive operational excellence and SLA achievement by monitoring workflows, staffing plans, overseeing queue performance, and ensuring productivity and quality standards.
• Partner with clients, business stakeholders, and cross-functional teams to address operational needs, support quality calibration activities, and deliver on contractual commitments.
• Champion continuous improvement initiatives by analyzing operational trends, identifying opportunities for enhancement, and implementing process improvements that increase efficiency and service quality.
• Serve as the escalation point for complex customer and merchant issues, ensuring timely resolution while maintaining a positive customer experience.

Connaissances

Team leadership

Coaching

Performance management

Employee development

Analytical skills

Communication

Stakeholder management

Formation

Bachelor's degree or equivalent

Description du poste

Global Payments Inc. is seeking a Supervisor, Operations to join our Maintenance VM Ops Team. You will lead a team responsible for supporting merchant boarding and installation activities, ensuring service levels are met and processes are optimized.

The role emphasizes coaching, performance management, and driving efficiency across operations while partnering with clients and cross-functional teams to deliver on contractual commitments and maintain a high-quality customer experience.