Supervisor Operations

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

Job Description:

Ready to take your career global?

Make your mark at one of the biggest names in payments. We’re looking for a Supervisor, Operations to join our ever-evolving Maintenance VM Ops Team and help deliver exceptional service, operational excellence, and client satisfaction. In this role, you’ll lead a team responsible for supporting merchant boarding and installation activities, ensuring service levels are achieved, processes are optimized, and operational standards are consistently met. Your leadership will play a critical role in driving team performance, enhancing customer experiences, and identifying opportunities to improve efficiency, quality, and productivity across the operation.

What you’ll own

• Lead and develop a high-performing team by providing coaching, performance management, training, and career development, ensuring team members are equipped to deliver exceptional results.
• Drive operational excellence and SLA achievement by monitoring workflows, managing staffing plans, overseeing queue performance, and ensuring productivity and quality standards are consistently met.
• 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.

What you’ll bring

• Proven experience in team leadership, coaching, performance management, and employee development.
• A minimum of 2 years of experience in customer service, operations, payments, merchant services, or a related field.
• A Bachelor's Degree or equivalent combination of education and relevant professional experience.
• Strong analytical and problem-solving skills with the ability to manage operational metrics, prioritize workloads, and make sound business decisions.
• Excellent communication, stakeholder management, and relationship-building skills, with the ability to collaborate effectively across all levels of the organization.

It’s a bonus if you have

• Experience in merchant boarding and installations, payment processing, or financial services operations.
• Knowledge of workforce management, service level management, quality monitoring, and process improvement methodologies.
• Experience managing client relationships, escalations, and cross-functional operational initiatives.

About the team

Our inclusive and global teams win together every day. We’re proud to have the best minds in the industry, who you can learn from as you grow your career. The people, the energy, the connections – it’s unmatched. Come and be part of an ever-evolving company and get dynamic opportunities that go beyond borders.

What makes a Globalpayer?

Globalpayers think like a client, act like an owner and win as one team. We’re curious and innovative – always finding better ways to deliver impact. We empower each other to make decisions, and it’s our passion that drives excellence in everything we set out to do.

Come and be part of an ever-evolving company and get dynamic opportunities that go beyond borders.

Does this sound like you? Then you sound like a Globalpayer.