Channel Operations Manager

About PalmPay PalmPay is a leading neobank and fintech platform scaling financial inclusion across emerging markets. With over 40 million users, we are building a digital financial ecosystem that empowers individuals and businesses through accessible, easy-to-use, and rewarding financial services. Operating in Nigeria, Ghana, Tanzania, Bangladesh, Pakistan, and the Philippines, PalmPay has been recognized by CNBC as one of the Top 300 Global Fintech Companies and ranked #2 overall and #1 in financial services on the Financial Times’ Africa’s Fastest Growing Companies 2025 list.

Position Overview The Channel Operations Manager is responsible for managing the day-to-day operations, stability, and business coordination of local financial and payment channels in Bangladesh. The role focuses on improving transaction success rates, maintaining channel stability, reducing transaction-related costs, and ensuring the timely detection, investigation, and resolution of channel incidents. The incumbent will coordinate with banks, mobile financial service providers, payment institutions, and internal technical and business teams to ensure efficient channel operations. The role also involves analyzing channel performance, optimizing operational processes, maintaining partner relationships, and supporting new channel launches and business expansion. More than 60% of the role will focus on channel stability monitoring, incident investigation, and issue coordination, with professional guidance from the Channel Operations team at China Headquarters.

Key Responsibilities

• Daily Channel Monitoring and Stability Management: Manage the day-to-day operations of local banks, mobile financial service providers, payment institutions, and other integrated financial channels. Monitor transaction volumes, success rates, response times, failure reasons, balances, and transaction limits to ensure operational stability.

• Channel Incident Investigation and Resolution: Conduct initial investigations into channel incidents by analyzing transaction statuses, error codes, and system feedback. Coordinate with external channel partners and internal technical and operations teams to identify root causes, resolve issues, and restore services promptly.

• Emergency Response and Escalation: Coordinate communications and responses during major or urgent production incidents. Track incident progress, escalate critical issues to the relevant stakeholders, and continuously improve incident detection, escalation, and recovery procedures.

• Channel Performance Analysis and Optimization: Analyze transaction success rates, channel costs, transaction volumes, stability, and failure reasons to identify improvement opportunities. Develop and improve standard operating procedures (SOPs), incident-handling processes, and emergency response plans.

• Operational Reporting: Prepare daily and weekly channel operations reports, including performance metrics, incident updates, and optimization progress. Participate in regular Channel Operations meetings with China Headquarters to communicate local channel performance and operational issues.

• Banking and Payment Partner Coordination: Maintain regular communication and working relationships with banks, mobile financial service providers, payment institutions, and other financial channel partners to support smooth daily operations and efficient incident resolution.

• Channel Research and Partnership Support: Support channel research, solution evaluation, partnership implementation, and commercial negotiations by collecting information on channel fees, settlement cycles, transaction limits, service capabilities, and market competition. Commercial negotiations will be led by the Bangladesh Business Lead.

• New Channel Launch and Business Expansion: Support new channel launches, existing channel capacity expansion, and business volume ramp-ups by validating channel capacity and operational readiness.

• Market Intelligence and Industry Monitoring: Monitor developments in Bangladesh's payment industry, financial regulations, channel policies, payment behavior, and competitive landscape. Identify potential channel resources and partnership opportunities to improve channel coverage and operational efficiency.

• Cross-Functional Coordination: Collaborate with the Bangladesh Business Lead, China Headquarters, Finance, Technology, Operations, and other relevant teams to ensure effective communication, timely issue resolution, and continuous improvement of channel operations.

• Required Qualifications & Experience

• Bachelor's degree in Finance, Accounting, Business Administration, Economics, or a related field.

• At least 7 to 10 years of relevant experience in payment operations, financial technology, banking, mobile financial services, e-commerce, or internet platforms.

• Familiarity with Bangladesh's banking, mobile financial services, and payment industry ecosystem.

• Experience working with local banks, payment institutions, or financial channel partners will be an advantage.

• Strong analytical skills and proficiency in Microsoft Excel or similar tools for operational data analysis and reporting.

• Basic technical understanding and the ability to investigate channel issues using transaction details, error codes, and system feedback.

• Ability to coordinate effectively with external partners and internal stakeholders during operational disruptions and urgent incidents.

• Skills & Competencies

• Payment Channel Operations and Stability Monitoring

• Channel Incident Investigation and Resolution Coordination

• Banking and Payment Partner Relationship Management

• Operational Data Analysis and Performance Reporting

• Cross-Functional and Cross-Border Coordination

• Risk Awareness and Operational Process Improvement

• Communication, Accountability, and Execution

• Incident Management and Emergency Response

• Compensation & Benefits

• Competitive salary

• Festival bonuses

• Insurance

• Profit share

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