Payment & Operations Support Team Manager (Based in Bangkok)

About Agoda At Agoda, we bridge the world through travel. Our story began in 2005, when two lifelong friends and entrepreneurs, driven by their passion for travel, launched Agoda to make it easier for everyone to explore the world. Today, we are part of Booking Holdings [NASDAQ: BKNG], with a diverse team of over 7,000 people from 90 countries, working together in offices around the globe. Every day, we connect people to destinations and experiences, with our great deals across our millions of hotels and holiday properties, flights, and experiences worldwide. No two days are the same at Agoda. Data and technology are at the heart of our culture, fueling our curiosity and innovation. If you’re ready to begin your best journey and help build travel for the world, join us. Get to Know our Team: The Payment & Ops Support team is responsible for providing high quality customer support to Agoda customers, with a primary focus on payment solutions. The Payment & Ops Support team provide Agoda customers & internal stakeholders with escalated payment related support, manage manual processing needs as part of delivering payments and refunds across global and local payment methods. The Payment & Ops Support team provide a high standard of post-booking customer service supporting the remediation & processing of payment requests and assisting frontline agents. The teams prides ourselves on outstanding attention to details, commitment, and full dedication to what they do. The Payment & Ops support team strives to protect Agoda from regulatory incidents & financial loss through identifying & preventing compliance opportunities. The Opportunity: Our team supports all Agoda languages with representation from most teams. We operate with a strong sense of teamwork to support each other through sharing workload, skills & information, productivity & language support. We connect regularly through team meetings, training sessions and team fun events as well as catch ups with team leaders. In this Role, you'll get to: • Lead a team of Payment & Ops Support specialists • Lead, develop, and inspire a team of Payment & Operations Support Specialists • Set clear performance expectations and monitor team productivity and quality through structured KPIs and SLAs • Provide consistent, constructive coaching and performance feedback; identify gaps early and implement targeted action plans • Manage attendance, conduct, and team wellbeing with empathy and consistency • Drive talent growth by participating in recruitment, onboarding, and career development conversations • Act as a deputy for the Regional Customer Services Manager when required • Support agents managing payment related cases: • Processing payment escalations • Interco/Merchant Commission Escalations • Cancelling & manually authorizing complex payments • Processing stuck refund via logging in to payment gateways’ interfaces • Serve as a subject-matter expert — applying real-world payment industry knowledge to diagnose, triage, and resolve operational issues quickly • Oversees traffic distribution, reporting and analysis • Liaise with relevant stakeholders to source and distribute data for evaluation • Analyze operational data to uncover trends, root causes, and improvement opportunities • Leverage tools such as Excel, SQL, Tableau, or equivalent BI tools to translate raw data into actionable insights • Coordinate & delegate task ownership among team • Monitor and analyze Payment insights • Review and identify compliance opportunities across SOP, system process & regulatory requirements across a range of priority topics • Find and escalate root cause drivers of opportunities, identifying patterns and trends across teams • Identify and escalate business process & system improvement opportunities to improve customer experience, agent adherence and reduce inefficiencies/financial loss • Partner & liaise with a range of stakeholders to drive continuous improvement • Engage with operations leaders & FIN stakeholders to provide targeted, actionable insights for improvement • Partner with project leaders, Change Enablement leaders & L&D to provide people/process/system insights and improvement suggestions • Own issue improvement • Lead deep-dive investigations into recurring or high-impact payment issues • Drive and/or participate in mini-projects and process improvement initiatives end-to-end • Instill a continuous improvement mindset across the team — championing a culture where every inefficiency is an opportunity • Onboard new Payment & Ops Support Specialists • Coach and mentor new Payment & Ops Support specialists What you'll Need to Succeed: Experience: 6+ years of blended experience in payment operations, financial services, project management, customer support, or contact center operations, with a minimum of 2 years in a people-management or managerial role. Payment operations expertise: Direct experience handling payment escalations, refunds, chargebacks, disputes, authorizations, reconciliation, or gateway-level issue resolution Financial services background: Hands-on professional experience at a payment gateway, fintech company, e-wallet provider, digital bank, merchant acquirer, or card scheme is strongly preferred Data acumen: Strong ability to analyze operational data, identify trends, and present insights clearly; proficiency in Excel and PowerPoint is required; SQL, Tableau, or BI tools are a strong advantage Risk & compliance awareness: Understanding of financial controls, regulatory requirements, customer risk, and opportunities to prevent errors, financial loss, and compliance incidents. Effective communication: Ability to explain payment and operational findings to stakeholders and produce clear reports, summaries, and improvement recommendations. People management: Demonstrated ability to coach, mentor, motivate, and manage team productivity, quality, attendance, and performance. Problem s