OPERATIONS SUPPORT MANAGER- (JOB MSU)

Hammerjack Pty Ltd; Philippines; On-site; PHP 70,000 - 100,000; Full time

Job summary

Hammerjack Pty Ltd in Makati is seeking an Operations Support Manager to oversee end-to-end payment operations, focusing on disputes, chargebacks, arbitration, and settlement-related activities.

You will lead a team, ensure timely handling of cases, collaborate with banks, regulators, IT, and other stakeholders, drive process improvements, and support monitoring and reporting.

Qualifications

• Bachelor's degree in Business, IT, Finance, Banking, Management, or related field.
• At least 6 years of relevant experience in: Transaction banking, Payment operations, ATM/channel operations, Card/electronic payment operations, Dispute/chargeback operations.
• Must have hands-on experience in transaction disputes, chargebacks, arbitration, or escalated payment cases.
• Experience in a regulated financial services environment, including regulatory/compliance and operational reporting.
• Prior team leadership or supervisory experience.

Responsibilities

• Oversee end-to-end payment operations, with focus on disputes, chargebacks, arbitration, and settlement-related activities.
• Ensure operational cases, requests, and reports are handled accurately and within agreed turnaround times, complying with policies and standards.
• Coordinate with banks, regulators, IT, and other stakeholders on reporting and operational needs.
• Provide guidance on complex or escalated transaction disputes and ensure consistent handling of cases across the team.
• Support settlement, funding, transaction monitoring, and participant-related operational requirements.
• Drive process improvements, automation initiatives, system enhancements, and UAT to improve efficiency and service delivery.
• Lead and develop the team by setting expectations, coaching, and promoting accountability and regulatory discipline.

Skills

Stakeholder management

Team leadership

Regulatory reporting

Payment operations

Dispute resolution

Education

Bachelor's degree in Business/IT/Finance

Tools

Regulatory reporting tools

Payment systems knowledge

Job description

Location: Makati

Work Setup: Onsite

Shift: Dayshift

Salary: 70,000 - 100,000

Job Summary

• The Operations Support Manager supports the Department Head in overseeing end-to-end payment operations, with particular focus on transaction disputes, chargebacks, arbitration, settlement-related activities, and participant support.
• Ensures operational cases, requests, and reports are handled accurately, objectively, and within agreed turnaround times, while complying with internal policies, regulatory requirements, and service standards.
• Oversees operational and regulatory reporting, including coordination with banks/payment participants, Risk and Compliance, IT, and other internal and external stakeholders.
• Provides guidance on complex or escalated transaction disputes and helps ensure consistent handling of cases across the team.
• Supports settlement, funding, transaction monitoring, and participant-related operational requirements, ensuring timely coordination and issue resolution.
• Drives process improvements, automation initiatives, system enhancements, and UAT to improve operational efficiency, accuracy, and service delivery.
• Leads and develops the team by setting clear expectations, coaching employees, and promoting accountability, collaboration, regulatory discipline, and service excellence

QUALIFICATIONS

• Bachelor's degree in Business, IT, Finance, Banking, Management, or related field.
• At least 6 years of relevant experience in:
• Transaction banking
• Payment operations
• ATM/channel operations
• Card/electronic payment operations
• Dispute/chargeback operations
• Must have hands-on experience in transaction disputes, chargebacks, arbitration, or escalated payment cases.
• Experience in a regulated financial services environment, including regulatory/compliance and operational reporting.
• Prior team leadership or supervisory experience.
• Strong stakeholder management and coordination skills.

HIGHLY PREFERRED

• Exposure to BSP-regulated payment operations
• Experience with InstaPay, PESONet, ATM, switching, acquiring/issuing, or other electronic payment channels
• Knowledge of settlement, reconciliation, funding, or transaction monitoring
• Experience in process improvement, automation, system enhancements, or UAT