AVP, B2B Merchant Experience & Service Operations

Do you want to take the first step in making Filipinos’ lives better everyday? Here in GCash we want to stay at the forefront of the FinTech industry by creating innovative, meaningful, and convenient financial solutions for the nation! G ka ba? Join the G Nation today!

The AVP – Merchant Experience & Service Operations Head will play a critical role and will be accountable for defining and leading the operating model for merchant support, service delivery, escalation management, problem management, and continuous improvement across the merchant lifecycle. The role is expected to build a resilient, future-ready, and insight-led merchant operations practice that improves service outcomes, strengthens cross-functional execution, and delivers a differentiated experience for merchants and partners.

Lead merchant experience transformation, ensuring the merchant journey from discovery, application, onboarding, product usage, settlement, reporting and after sales support is best in class.

Qualifications:

• at least 20 years of experience leading complex service organizations and driving organizational excellence in high-growth, high-accountability environments.
• Strong stakeholder management capability with demonstrated success in mentoring high-performing teams and delivering ambitious performance goals in complex, fast-paced environments.
• Strong command of complex, multi-site and multi-vendor operations with clear accountability for service quality, work performance and operating discipline.
• Strong experience in merchant, partner, customer service or service operation leadership roles within fast-paced and agile environment.
• Experience in building or leading operational models that combine human support, workflow discipline, data and enabling technology.
• Must have experience in merchant operations, payment and AI initiative project