Operations Associate

About GoTyme

GoTyme is a joint venture between the Gokongwei Group, one of the biggest conglomerates in the Philippines, and the Singapore-headquartered digital banking group Tyme. This venture combines the trusted Gokongwei brand, customer base, and distribution ecosystem with Tyme’s globally proven digital banking technology and hands-on experience building South Africa’s leading digital bank, TymeBank, one of the fastest-growing digital banks in the world today.

At GoTyme, we have embarked on a journey to democratize financial services and bring next-level banking to the Philippines. We seek individuals who share our belief that the game is worth changing, to join our growing team of GoTymers as we build, launch, and scale a bank that empowers all Filipinos to navigate a path to financial freedom.

About the role

The Operations Associate is tasked with owning the day-to-day payment operations to ensure accurate reconciliation, timely settlements, and swift issue resolution.

Reconciliation & Settlement

• Perform accurate daily reconciliations of assigned products and payment rails; investigate and clear breaks within SLA.
• Execute end-of-day settlement, funding, and exception handling; prepare and file daily/periodic settlement and variance reports.
• Maintain audit-ready documentation (supporting files, checklists, approvals).

Ticket & Incident Management

• Monitor, triage, and process all tickets/concerns assigned to Payment Operations within defined SLAs.
• Perform initial diagnosis, resolution, and timely stakeholder updates; escalate complex issues to the Operations Lead/Manager and external partners with clear context and impact.
• Run post-incident reviews and track corrective/preventive actions.

Partner & Vendor Management

• Track partner performance against SLAs and operational KPIs (availability, timeliness, accuracy).
• Raise and follow through on operational issues with partners until closure; document service credits or remediation where applicable.

Risk, Controls & Compliance

• Adhere to internal controls and regulatory/industry standards (e.g., AML/CFT awareness, data privacy, card/payments scheme rules, BSP circulars as applicable).
• Execute maker–checker controls, access hygiene, and change management procedures.
• Support audits, compliance testing, and risk assessments with complete and accurate evidence.

Continuous Improvement & Projects

• Support UAT and go-lives for new products, features, and partners; contribute operations requirements across the project life cycle.
• Maintain up-to-date SOPs, runbooks, and knowledge base articles.

Cross-functional Collaboration

• Work closely with Business/Product, Customer Support, IT, Finance, Fraud, and other teams to resolve issues and deliver great customer outcomes.
• Provide data and insights to stakeholders (trend analysis, root causes, and recommendations).

Team

• Support the Operations Lead in daily operational requirements and special assignments.
• Perform other related duties as needed in a fast-moving environment.

Must Haves

• A related Bachelor's Degree
• Preferably, candidates with relevant experience in payment operations, fintech, banking, settlements, reconciliation, or a similar role.
• Working knowledge of payment flows and exceptions (e.g., settlements, chargebacks/returns, reversals, disputes, suspense). Familiarity with local rails (e.g., InstaPay/PESONet) and/or card/acquiring is a plus.
• Experience with ticketing tools (e.g., Jira, Zendesk), reconciliation tools, and core banking/ledger systems.
• Reconciliation and settlement
• Transaction processing and manual adjustments
• Well-developed customer relations skills
• Preferably with partner relations background
• Familiarity with bank products / processes / jargons
• Good interpersonal, verbal, and written communication skills
• Willing to work on special weekends and holidays (as needed)
• Attention to detail and analytical thinking