Payment & Operations Support Team Manager (Based in Bangkok)

Agoda
Bangkok
Workplace: OnsiteFull timeFunction: Administration & Executive AssistanceExperience: 6+ yearsSkills: ["Leadership","Communication","Problem-solving","Coaching","Continuous improvement"]

Lead a team within the Payment & Ops Support function, handling escalated payment-related cases and ensuring high-quality post-booking customer service. Oversee KPIs/SLAs, coaching, attendance, wellbeing, onboarding, and recruitment contributions. Act as a subject-matter expert for payment issues (escalations, refunds, chargebacks/disputes, authorizations, gateway-level troubleshooting), and use Excel/SQL/Tableau to analyze operational data, spot compliance opportunities, and drive end-to-end process improvements.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Agoda
Agoda
4 days ago

Payment & Operations Support Team Manager (Based in Bangkok)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 14 hours agoStatus: Live

Job Summary

Lead a team within the Payment & Ops Support function, handling escalated payment-related cases and ensuring high-quality post-booking customer service. Oversee KPIs/SLAs, coaching, attendance, wellbeing, onboarding, and recruitment contributions. Act as a subject-matter expert for payment issues (escalations, refunds, chargebacks/disputes, authorizations, gateway-level troubleshooting), and use Excel/SQL/Tableau to analyze operational data, spot compliance opportunities, and drive end-to-end process improvements.
Location: Bangkok
Workplace: Onsite
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Manager level

Key Responsibilities

  • •Lead and develop a team of Payment & Ops Support specialists by setting expectations, monitoring KPIs/SLAs, and providing coaching and feedback.
  • •Oversee attendance, conduct, and team wellbeing; contribute to recruitment, onboarding, and career development conversations.
  • •Serve as deputy to the Regional Customer Services Manager when required and act as a subject-matter expert for payment escalations and complex payment/refund processing issues.
  • •Analyze operational data to uncover trends/root causes and identify compliance opportunities; review SOP/system/regulatory requirements across priority topics.
  • •Drive end-to-end process improvement by coordinating stakeholders, delegating task ownership, and leading deep-dive investigations and mini-projects.

Key Requirements

  • •6+ years of blended experience in payment operations, financial services, customer support, or contact center operations, including at least 2 years in a people-management or managerial role.
  • •Direct experience handling payment escalations, refunds, chargebacks, disputes, authorizations, reconciliation, or gateway-level issue resolution.
  • •Strong data acumen to analyze operational data and present insights; proficiency in Excel and PowerPoint required (SQL/Tableau/BI tools are an advantage).
  • •Knowledge of financial controls and regulatory requirements, with awareness of customer risk and opportunities to prevent errors and financial/compliance incidents.
  • •Proven ability to coach, mentor, motivate, and manage team productivity, quality, attendance, and performance.
Experience:6+ yearsPayment operationsFinancial servicesCustomer supportContact center operationsFintechE-wallet
Skills:LeadershipCommunicationProblem-solvingCoachingContinuous improvement
Languages:English
Tech Stack:ExcelSQLTableauPowerPointBI tools

Eligibility

Work Authorization:Sponsorship available.

Company Brief

Agoda
Agoda operates a global online travel booking platform offering hotels, vacation rentals, flights, and other travel services. It provides price comparison, deals, and booking management for leisure and business travelers worldwide.
Industry: TravelTech
Company Size: Enterprise (1,001+ employees)
Growth: Established Company
Headquarters: Singapore, Singapore
Founded: 2005
Glassdoor
Glassdoor: 3.8
WebsiteLinkedIn