Supervisor, Operations (Payments)

Location: Quezon City, Philippines

Company

A hirify.global company providing payment services and merchant operations.

What you will do

• Lead and develop the Maintenance VM Ops Team through coaching, performance management, training, and career development.
• Monitor workflows, staffing plans, queue performance, productivity, quality standards, and service-level achievement.
• Partner with clients, business stakeholders, and cross-functional teams on operational needs, quality calibration, and contractual commitments.
• Analyze operational trends and implement process improvements that increase efficiency and service quality.
• Resolve complex customer and merchant issues as an escalation point while maintaining a positive customer experience.

Requirements

• Proven experience in team leadership, coaching, performance management, and employee development.
• At least 2 years of experience in customer service, operations, payments, merchant services, or a related field.
• Bachelor's Degree or an equivalent combination of education and relevant professional experience.
• Strong analytical and problem-solving skills, including 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 across all organizational levels.

Nice to 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.

Culture & Benefits

• Work in an inclusive, global environment with opportunities to learn from experienced industry professionals.
• Collaborate in a culture focused on client thinking, ownership, teamwork, curiosity, innovation, and continuous improvement.
• Receive opportunities for career growth and work on initiatives extending across borders.