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Merchant Operations Supervisor
PayJoy
People & HR, Operations
Manila, Philippines
Posted on Feb 7, 2025
About PayJoy
PayJoy is a mission-first financial service provider dedicated to helping under-served customers in emerging markets to achieve financial stability and success. We lend through our patented technology that turns a smartphone into digital collateral, and our cutting-edge machine learning, data science, and anti-fraud AI allow us to offer the lowest cost and qualify the most customers in the industry. As of 2024 we have brought billions of dollars in credit to 12 million customers, doubling in the last two years while remaining strongly profitable and sustainable for the long term.
This role
Merchant Operations is dedicated to providing administrative support in conjunction with internal and external stakeholders, to foster a satisfactory and positive relationship between PayJoy and our partners.
The Merchant Operations Supervisor for PayJoy Philippines will be tasked with taking care of the admin/merchant/clerk (partners) onboarding process, identifying potential risks in current processes, and providing insights to stakeholders. The perfect candidate should be comfortable mentoring and guiding a team, comfortable with people across the organization, and focused on improving processes and issues found to ensure a great customer (admin, merchant, and clerk) experience.
In this role, they will own, monitor and improve merchant support metrics (e.g. onboarding turnaround time, requirement completeness, etc). Additionally, the hired candidate will report to the Operations Manager, forge strong alliances with the Commercial team in the Philippines, and interact with other business operations and merchant support team members from other PayJoy-operating countries, ensuring they perform according to local expectations. This role will follow the standardization of PayJoy global merchant support metrics and initiatives (e.g. aligning a common cross-country approach for merchant support quality assurance ratings), seek for optimization of resources (e.g. creating guidance documents from the tools we are using), and manage reporting tasks. This role will be instrumental in the newly launched
Responsibilities
- Partner Support & Operations: Handle partners’ queries, support requests, and operational coordination. Ensure timely and efficient resolution of issues while maintaining a positive partner experience. Own the partner communication channel and NPS
- Documentation & Onboarding: Manage merchant/partner onboarding, including documentation, data entry, and record-keeping. Streamline the onboarding process to ensure accuracy and compliance.
- Store Management: Oversee store-related tasks, including creation, closure, and clerk management. Ensure smooth store operations and effective clerk management.
- Operational Efficiency: Focus on optimizing processes and ensuring smooth collaboration between teams. Identify bottlenecks, streamline workflows, and facilitate communication between different functions.
- Provide technical guidance to the customer on using a product or service effectively and efficiently.
- Document and escalate issues they encounter with the merchant console and escalate complex issues to higher-level support personnel.
- Standardize, localize, and run the partners' onboarding and support processes
- Act as a subject matter expert regarding specific issues and concerns raised by the partners
- Provide accurate, valid, and complete information by using the right methods/tools
- Provide a weekly report (during a meeting or through a template) and recommendations for better merchant experience for the related managers
Requirements
- Excellent verbal and written communication in English and Tagalog
- Willing to work on-site in the Bonifacio Global City (BGC) area
- The hired supervisor should NOT live more than 1 hour away by public transport/car from the office
- Ability to work in a fast-paced environment
- Familiarity with ZOHO, Zendesk, and other CRM systems
- Must have great managerial skills exhibited through the experience of leading at least 3 subordinates
- Robust knowledge and experience in data analysis
- Bachelor’s degree or equivalent
- Minimum of 3 (three) years of working in merchant support/business support (finance industry background is preferred)
- Interested in growing a career as a merchant operations professional and manager
- Must be detail and process-oriented, and have experience working with robust SLAs
- Self-orientation, drive, and ability to communicate clearly and persuasively to customers
- Comfortable working on Google Suite (Sheet, Docs, Slides, etc) / Microsoft Excel, and analytics
- Previous technical experience (SQL) is a plus
- Reliable/strong internet connection (if needed to work from home)
Benefits
- 100% Company Funded : Private Health Insurance for employee and immediate family
- 20 days vacation
- Phone finance, Headphone, home office equipment and fitness perks.
- $2,000 USD annual Co-working Travel perk
- $2,000 USD annual Professional Development perk
PayJoy is proud to be an Equal Employment Opportunity employer and we welcome and encourage people of all backgrounds. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.
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