Head of Operations Excellence (PH)

We're rolling out payment terminals to merchants nationwide, and we are hiring for Head of Operations Excellence, we need the person who makes it run. You'll own everything between a merchant signing up and that merchant taking payments every day: terminals provisioned and delivered across the country, merchants onboarded and live fast, and kept live when something breaks.

This is a build role with real volume from the start. You'll lead an existing Manila team of four, design the operating model and partner network behind the rollout, and grow the team as volume scales to thousands of activations a month.

What you'll own

• Terminal supply chain. Import coordination, a central provisioning hub in Metro Manila, regional hubs in Cebu and Davao, and the 3PL network linking them. Serial-level inventory and chain of custody from warehouse to merchant and back. • Merchant onboarding operations. Document collection, quality and turnaround, so applications reach our Risk and Compliance team complete and approval-ready. • Activation and field enablement. Merchants live on day one. Training programmes that equip partner sales and field teams to sell, onboard and support merchants at scale. • Merchant support. Break-fix and swap-unit service with defined SLAs by region, plus helpdesk and escalation paths. • Vendors and 3PLs. Selection, contracts, SLAs and performance management. • Systems and reporting. Dashboards, capacity planning and process automation, using AI and tooling so the operation scales faster than headcount. • Team. Lead and develop the Manila operations team, and hire ahead of volume.

What you bring

Must have

• 8+ years in operations, including 3+ years leading teams in a high-volume, field-heavy operation in the Philippines • A physical rollout you ran at scale: serialised devices or assets, warehousing, 3PLs and reverse logistics • A high-volume onboarding or activation funnel where document quality, compliance checks and turnaround time all mattered • Operations across Luzon, Visayas and Mindanao, not only Metro Manila • Command of your numbers: you know the volumes, lead times and SLA performance of every operation you've run • Experience managing large partners and vendors and holding them to SLAs

Strong plus

• Payments, acquiring, e-wallet or fintech operations • Regulated financial services exposure, such as KYC, KYB or AML processes • Built an operation from zero, or launched a new program or market • Uses automation and AI tools to remove manual work

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