Operations Supervisor (with FinTech/Banking Experience)

Flash Express (PH) Co. Ltd. Inc.; Philippines; On-site; PHP 420,000 - 640,000; Full time

Job summary

Flash Express (PH) Co. Ltd. Inc.

is seeking an Operations Supervisor in the Philippines to monitor department effectiveness and drive process improvements in customer service and operations. The role involves leading a team, supervising onboarding of merchants/customers, and ensuring SOP compliance while coordinating with vendors. The supervisor will track KPIs, manage schedules, and work onsite in Taguig City.

Qualifications

• Bachelor's Degree in a related field.
• At least three years of experience in FinTech, banking, financial services, or payments.
• Proven experience in supervising or leading a team.
• Strong leadership, organizational, problem-solving, and decision-making skills with attention to detail.
• Knowledge of customer service operations, SOPs, and SLAs.
• Experience handling merchant and customer onboarding is a plus.
• Proficient in Microsoft Office and Google Workspace.
• Excellent communication and stakeholder management skills.

Responsibilities

• Spearhead and ensure compliance to policies and procedures in onboarding merchants and customers.
• Handle customer service and operations to ensure SOP compliance.
• Lead the team in coordination with vendors and resolve technical/operational issues.
• Monitor team performance and SLAs in merchant/customer interactions.
• Train the operations team in using proprietary systems and handling complaints via social media.
• Participate in strategic planning for business functions including customer support, finance, IT and operations.
• Communicate clearly with other units to resolve internal and external issues.
• Manage the team’s work timings and schedules.
• Understand Philippine tax rules, settlements and collections processes.
• Submit and monitor department performance reports as required by the Operations Deputy Director.

Skills

Team leadership

Customer service operations

SOPs & SLAs

Stakeholder management

Problem-solving

Decision making

Communication

Attention to detail

Supervising a team

Education

Bachelor's Degree in Operations Management / Business Administration / Finance / Accounting

Tools

Microsoft Office

Google Workspace

Job description

The Operations Supervisor shall be responsible to monitor the effectivity & efficiency of the department and apply methods to improve processes such as customer service and operations.

Also, the new Operation Supervisor keeps track on key performance indicators (KPIs) which include, compliance in company policy, on time submission of reportorial requirements, merchant & customer handling management, reduced operations cost and progress on administrative tasks.

Job Description:

1. Spearhead and ensure compliance to company’s policies and procedures in the onboarding of merchants and customers.
2. Handle customer service & operations to ensure that the processes is compliant with the standard operating procedures (SOPs).
3. Lead the team in coordination with vendors (system service providers) and resolve technical and operations issues and concerns.
4. Monitor the team performance(s) and service level agreements (SLAs) in the interaction with the merchants and customers in terms of their transaction concerns.
5. Train and lead the operations team in the proper usage (or within company standard) in using the company’s proprietary systems and handling customer or merchant complaints via the company’s social media accounts.
6. Participate in strategic planning and goal-setting for various business functions including customer support, finance, IT and operations.
7. Clear and effective communication with other business units to elevate and resolve internal and external issues and concerns.
8. Manages and handles the team’s work timings and schedules.
9. Basic knowledge in Philippine tax rules and regulations, process in settlements and collections.
10. Submit and monitor required report regarding the department’s performance as required by the Operations Deputy Director

Job Qualifications:

• Bachelor's Degree in Operations Management, Business Administration, Finance, Accounting, or any related field.
• At least three (3) years of experience in the FinTech, banking, financial services, or payment industry.
• Proven experience in supervising or leading a team, with the ability to manage performance, schedules, and daily operations.
• Strong leadership, organizational, problem-solving, and decision-making skills with excellent attention to detail.
• Knowledge of customer service operations, operational policies, standard operating procedures (SOPs), and service level agreements (SLAs).
• Experience in handling merchant and customer onboarding, operations, or customer support is an advantage.
• Basic knowledge of Philippine tax regulations, settlements, and collections is preferred.
• Proficient in Microsoft Office (especially Excel) and Google Workspace applications.
• Excellent communication and stakeholder management skills, with the ability to coordinate effectively across different business units and external vendors.
• Willing to work onsite and be assigned in Taguig City.