Escalation Fastlane Team Leader

About Payoneer

Founded in 2005 Payoneer is the global financial platform that removes friction from doing business across borders with a mission to connect the worlds underserved businesses to a rising global economy. Were a community with over 2500 colleagues all over the world working to serve customers and partners in over 190 countries and territories.

By taking the complexity out of the financial workflowsincluding everything from global payments and compliance to multi-currency and workforce management to providing working capital and business intelligencewe give businesses the tools they need to work efficiently worldwide and grow with confidence.

Rolesummary

The Fastlane Team Leader is a critical onsite leadership role responsible for owning endtoend performance capability building and operational stability of the Fastlane team. This role goes beyond daytoday people management and acts as the local authority for customer experience quality standards operational execution and crossfunctional alignment.

You will lead senior and junior Fastlane Escalation Specialists ensure consistent delivery against SLAs End-to-end QA and productivity KPIs and serve as the primary bridge between the Fastlane Team and regional/global stakeholders. This role requires strong judgment maturity and the ability to lead through ambiguity and change.

Location: Manila On-site Full-time

What youll do

1. People Leadership & Capability Building

• • Own endtoend people management for the Fastlane team including hiring support onboarding coaching performance management and retention.
  • Lead performance and development through structured 1:1s feedback and datadriven reviews; build succession and bench strength.
  • Foster high engagement accountability and psychological safety while managing underperformance decisively.

1. Operational Ownership & KPI Management

• • Own delivery of core KPIs (SLA CSAT QA productivity backlog health adherence) and drive corrective actions through regular performance reviews.
  • Ensure consistent execution of Fastlane policies SOPs and quality standards localized for the APAC market.
  • Act as the first escalation point for complex customer issues and operational risks.

1. Quality Compliance & Customer Experience Excellence

• • Drive QA discipline rootcause analysis and targeted coaching to improve customer experience and quality outcomes.
  • Ensure strict compliance with regulatory datahandling and KYC requirements.
  • Translate customer insights into continuous improvement initiatives.

1. Stakeholder & CrossFunctional Leadership

• • Represent Fastlane with regional and global stakeholders; provide structured feedback on issues gaps and customer impact.
  • Partner with Training and Knowledge teams to ensure readiness for launches changes and updates.

1. Change Management & Strategic Contribution

• • Lead local execution of regional and global initiatives translating strategy into clear execution plans.
  • Contribute to workforce planning coverage modeling and scaling discussions for APAC.

Leadership Competencies

• Ownership & Accountability acts as the owner of outcomes not just activities.
• PeopleFirst Leadership balances empathy with high standards and clear expectations.
• Execution Excellence converts strategy into disciplined execution.
• Analytical Thinking uses data to diagnose issues and drive decisions.
• Influence Without Authority collaborates effectively across functions and geographies.
• Change Leadership leads teams confidently through change and uncertainty.

Who you are

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Mandatory Requirements

• 8 years of experiencein Escalations Customer Care / Operations withat least 5 years in a peopleleadership role.
• Proven track record ofleading highperforming customer support teamsin a fastpaced KPIdriven environment.
• Strong command ofEnglish (verbal and written) required for regional/global collaboration.
• Demonstrated ability to manage performance using data dashboards and structured reviews.
• Experience handling escalations ambiguity and operational change with confidence and sound judgment.

Preferred / Strong Advantage

• Experience infintech payments SaaS or regulated environments.
• Experience working withglobal or regional stakeholdersacross time zones.
• Background ininternational or escalation operations.
• Experience leading teams throughprocess changes system migrations or rapid growth.
• Experience in KYC environment is highly preferred.

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