We at Pine Labs are looking for those who share our core belief - Every Day is Game Day. We bring our best selves to work each day to realize our mission of enriching the world through the power of digital commerce and financial services.
Pine Labs is a leading merchant commerce platform and payments technology company operating across Asia and the Middle East. Its acquiring business enables merchants to accept card payments across multiple markets in Southeast Asia, working within the regulatory frameworks of Visa, Mastercard, and other card schemes. As the acquiring footprint expands across SEA, Pine Labs is seeking an experienced Risk leader to build, lead, and own the end-to-end risk framework for the acquiring business.
Role Purpose -
The Operations Account Manager is responsible for the post-onboarding lifecycle of key merchant partners. You will bridge the gap between high-level relationship management and day-to-day operational excellence, ensuring that payment flows are optimized, settlement is seamless, and technical issues are resolved with minimal friction.
The responsibilities we entrust you with -
Operational Performance & Optimization
- Transaction Monitoring: Monitor authorization and success rates for assigned merchants; identify and resolve friction points in the payment journey.
- Workflow Integration: Collaborate with Product and Tech teams to optimize payment routing and integration methods (APIs, SDKs, or POS terminals).
- SLA Management: Ensure all operational deliverables (settlement timelines, Field Operations, Onboarding support to business, cost and reporting) meet agreed-upon Service Level Agreements.
End-to-End Merchant Experience (MX) Management
- Experience Orchestration: Serve as the Voice of the Merchant internally, ensuring that every touchpoint—from technical integration to daily settlement—is seamless and intuitive.
- Friction Reduction: Proactively identify and eliminate operational bottlenecks in the merchant lifecycle to minimize handoffs and reduce the time-to-resolution for service requests.
- Voice of Customer (VoC) Integration: Systematically collect merchant feedback to drive continuous improvement in digital service models and automated workflows
Strategic Account Lifecycle
- Portfolio Growth: Identify opportunities to increase wallet share by introducing new payment rails (e.g., QR payments, alternative payment methods, or digital assets).
- Merchant Activation: Lead the transition from sales/onboarding to steady-state operations, ensuring merchants are fully trained on dashboards and reporting tools.
- Churn Prevention: Act as the primary escalation point for critical operational failures to ensure long-term merchant retention.
Compliance & Risk Governance
- Regulatory Alignment: Maintain strict adherence to MAS (Monetary Authority of Singapore) guidelines, including the Payment Services Act and AML/KYB requirements.
- Audit Support: Ensure merchant files and operational processes are audit-ready and compliant with PCI-DSS standards.
What matters in this role -
- Experience: 5–8+ years in Merchant Acquiring, Payment Operations, or Fintech Account Management.
- Market Knowledge: Deep understanding of the Singapore payment ecosystem (DCS/Diners Club, NETS, PayNow, and Credit Card schemes).
- Technical Proficiency: Familiarity with payment gateway architecture,settlement/reconciliation flows, and API-based integrations.
- Soft Skills: Strong negotiation skills and the ability to translate complex technical/operational issues into business-friendly language.
- Education: Bachelor's degree in Business, Finance, or a related field.
- AI & Automation: Experience using or implementing automated workflows or AI-driven tools to enhance service delivery.
What we value in our people -
- You take the Shot: You decide fast and deliver right.
- You are the CEO of what you do: Youshow ownership and make things happen.
- You own tomorrow: You build solutions for the merchants and do the right thing.
- You sign your work like an artist: You seek to learn and take pride in the work you do.
