Payment Operations Lead

***Join the Pioneer Crypto Brand in the Philippines!*** Coins is the most established crypto brand in The Philippines and has gained the trust of more than 18 million users. Through the easy-to-use mobile app, users can buy and sell a variety of different cryptocurrencies and access a wide range of financial services. Coins is fully regulated by the Bangko Sentral ng Pilipinas (BSP) and is the first ever crypto-based company in Asia to hold both Virtual Currency and Electronic Money Issuer licenses from a central bank. ### Key Responsibilities: - Lead, coach, and develop the Payment Operations team through regular one-on-ones, performance management, career development planning, and ownership of team and individual OKRs. - Own end-to-end oversight of PESONet and InstaPay transaction processing and settlement, including reconciliation coordination, exception management, and end-of-day balancing, ensuring transactions are settled accurately and within rail cut-off windows, and that discrepancies, returns, and rejects are resolved within SLA. - Serve as the primary escalation point for complex or high-severity settlement issues, coordinating resolution with internal teams (Product, Engineering, Compliance, Finance) and external banking, e-wallet, and payment rail partners including SLA discussions for recurring or systemic issues. - Define, track, and report team and department KPIs (accuracy, turnaround time, exception aging, incident volume) to senior management, driving process improvement initiatives to increase efficiency and reduce risk. - Lead operational readiness for new payment features, partners, or rail/process changes, coordinating UAT, updating SOPs and documentation, and training the team ahead of go-live. - Ensure the team's adherence to internal controls, BSP regulatory requirements, AML/CTF obligations, and standard operating procedures governing fiat money movement and customer transactions. - Manage team staffing, scheduling, and workload distribution to maintain adequate operational coverage, including during peak volume periods, incidents, or extended hours as needed. - Perform ad hoc tasks and lead or contribute to larger-scale projects under the broader Payments Operations roadmap. ### What You Bring: - 5+ years of experience in payments operations, settlement, banking operations, or fintech transaction workflows, including at least 2 years managing or leading a team within a fiat settlement, treasury operations, or payments operations function with hands-on experience coaching, developing, and performance-managing team members. - Hands-on, working experience processing and reconciling PESONet and InstaPay transactions is required, including a solid understanding of rail mechanics, cut-off schedules, and return/reject handling (not merely familiarity or exposure). - Bachelor's degree in Business, Finance, Operations, or a related field. - Working knowledge of BSP regulations and operating rules relevant to PESONet, InstaPay, and other electronic fund transfer rails. - Proven track record of owning operational KPIs, leading incident escalations, and driving measurable process improvements. - Strong stakeholder management skills, with experience partnering across Product, Engineering, Compliance, Finance, and external banking/e-wallet partners. - Strong analytical, documentation, and reporting skills; proficient with Google Suite, Excel, operational dashboards/BI tools, and AI-assisted productivity platforms (e.g., Claude) to drive operational efficiency. - Excellent communication skills in both English and Filipino. - Reliable, organized, and able to lead a team effectively in a fast-paced environment with shifting priorities.