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 What We Offer Opportunity for career growth and development in the #1 FinTech company in the country Working with a dynamic and highly collaborative team who want to change the game A company that values their people with highly competitive and flexible compensation and benefits package is the #1 Finance App in the Philippines. Through the GCash App, 81M registered users can easily purchase prepaid airtime; purchase from over 6M partner merchants and social sellers; send and receive money anywhere in the Philippines, even to other bank accounts; pay bills at over 1,800 partner billers nationwide; and get access to savings, credit, loans, insurance and investments, and so much more, all at the convenience of their smartphones. GCash is a wholly-owned subsidiary of Mynt (Globe Fintech Innovations, Inc.) since 2015. Mynt, Inc. is the parent company of GCash, the Philippines’ #1 finance superapp, advancing financial inclusion through ‘Finance for All’. G-Xchange, Inc. (GXI) is the payments company for GCash. GXI is a BSP-licensed e-money issuer responsible for the digital payments and electronic money activities in the GCash app. Fuse Financing, Inc. is the financing company for GCash. Fuse provides eligible users with access to fair and digitally-enabled credit products and solutions. Ryse, Inc. broadens access to investments that are easy to use and understand, supporting wealth-building for Filipinos at different stages of their financial journey. BlockG Virtual Assets, Inc. supports responsible participation in digital assets, helping build trust and long-term confidence in the continuously evolving digital landscape.