TP Hiring! Full Time Team Lead - Mandarin Speaker in Federal Territory - Ricebowl

Team Lead – Payment Gateway

Working Hours: Monday – Friday, 9:00 AM – 6:00 PM

Language Requirement: Mandarin Speaker with strong English communication skills

Job Summary

Working Location: Gtower

We are looking for an experienced and motivated Team Lead – Payment Gateway to oversee daily operations, manage team performance, and ensure smooth and efficient payment gateway processes. The ideal candidate should have strong leadership skills, excellent problem-solving abilities, and experience in payments, fintech, e-commerce, banking, or related industries.

Key Responsibilities

• Lead, coach, and manage a team handling payment gateway operations and customer/payment-related activities.
• Monitor daily team performance against operational KPIs, SLAs, quality, and productivity targets.
• Oversee payment transactions, payment failures, refunds, disputes, settlements, and other payment gateway-related issues.
• Identify and troubleshoot operational issues, escalating complex cases to relevant internal teams or payment partners.
• Work closely with Product, Technology, Risk, Compliance, Finance, and other stakeholders to resolve payment-related issues.
• Analyze operational trends and transaction issues to identify opportunities for process improvement.
• Prepare and present regular performance and operational reports to management.
• Ensure the team follows established processes, policies, security requirements, and compliance standards.
• Conduct coaching, performance reviews, team briefings, and knowledge-sharing sessions.
• Manage escalations professionally and ensure timely resolution of critical payment issues.
• Support the implementation of new payment products, processes, systems, and operational initiatives.
• Maintain strong relationships with internal stakeholders, merchants, payment partners, and other relevant parties.

Requirements

• Diploma or Bachelor's Degree in Business, Finance, Payments, or a related field.
• 3–5 years of relevant experience, with at least 1–2 years in a team leadership or supervisory role.
• Experience in BPO, payment gateway, fintech, e-commerce, digital payments, banking, or financial services is highly preferred.
• Strong understanding of payment processes, transaction flows, refunds, chargebacks, settlements, and payment failures.
• Mandarin-speaking ability is required to communicate effectively with Mandarin-speaking stakeholders/customers.
• Good command of English, both written and spoken.
• Strong analytical, problem-solving, and decision-making skills.
• Excellent communication and stakeholder management skills.
• Ability to work independently while effectively leading and developing a team.
• Proficient in Microsoft Office, particularly Excel and PowerPoint.

What We Offer

• Monday to Friday working schedule
• Regular working hours: 9:00 AM – 6:00 PM
• Career development and leadership opportunities
• Collaborative and multicultural working environment