Xendit provides payment infrastructure across Southeast Asia, with a focus on Indonesia, the Philippines and Malaysia. We process payments, power marketplaces, disburse payroll and loans, provide KYC solutions, prevent fraud, and help businesses grow exponentially. We serve our customers by providing a suite of world-class APIs, eCommerce platform integrations, and easy to use applications for individual entrepreneurs, SMEs, and enterprises alike.

Our main focus is building the most advanced payment rails for Southeast Asia, with a clear goal in mind — to make payments across and within SEA simple, secure and easy for everyone. We serve thousands of businesses ranging from SMEs to multinational enterprises, and process millions of transactions monthly. We’ve been growing rapidly since our inception in 2015, onboarding hundreds of new customers every month, and backed by global top-10 VCs. We’re proud to be featured on among the fastest growing companies by Y-Combinator.

About the Job

You are looking for a challenge, eager for a fast-paced startup environment that will push you out of your comfort zone, where learning happens. Most importantly, you’re a problem solver with exquisite attention to detail, unafraid to get technical to understand the root cause of an issue.

The Partner Operations will act as the key operations liaison between Xendit and our partners, ensuring that all partner’s services run smoothly and efficiently deserving of a world-class payment gateway. This role will focus on addressing operational challenges, evaluating partner's performance, driving continuous improvement in process, and enhancing partner relationships.

The ideal candidate will possess a strong background in deciphering operational processes, navigating complex relationships, excellent communication skills, and a keen understanding of the payments landscape.

If you can be accurate and detail-oriented under pressure, are always reliable, collaborative, and love the dynamic environment of operations, we want to hear from you. Bonus points for those who love challenging the status quo and aiming for progress towards perfection.

Minimum Qualifications

• At least 5 years of experience in partner/network management, business operations, project management, or related areas.
• Skilled in managing relationships with external partners (partners / customers / merchants)
• Demonstrated success in driving medium-to-large business operation and project management with both external partners and internal cross-functional teams
• Strong analytical abilities with exceptional problem-solving skills
• Proficient in understanding and mapping technical system architecture and requirements
• Excellent verbal and written communication skills, with strong interpersonal abilities
• Fluency in English and Filipino/Tagalog is required
• Located in Manila

Preferred Qualifications

• Experience in relationship management, account management, or partnership in the banking, payments, or e-commerce sectors
• Knowledge of and experience with payment technologies and ecosystem
• Basic to intermediate API knowledge
• You have the initiative to continually ask questions and look for answers
• You have a discerning ability to prioritize workload in line with tight deadlines and work effectively under pressure
• You are a team player and communicate well with internal and external stakeholders
• You have great ownership mentality and have proven you can push towards a goal by yourself
• You pick up new skills quickly using a combination of self-exploration and relationship building
• You are detail-oriented and able to manage multiple priorities while maintaining quality work

Responsibilities

Relationship Management

• Externally: build and maintain strong relationships with partners, including banks, eWallet providers, paylater providers, and card schemes.
• Internally (CS, Financial Operations, Merchant Onboarding & Operations, Finance, Product & Engineering, etc): maintain relationships with internal stakeholders and serve as the main point of contact for all partner-related operational matters.

Issue Resolution

• Bridging Xendit and Partners in case of Partner Downtime or disputes, provide support to make sure all issues are resolved
• Identify and align with partners related recurring disputes that are potentially caused by bigger tech issues / integration issues

Operational Excellence

• Define/Improve SLAs and performance standards for our partners and drive efforts to implement and track commitments.
• Implement process improvements to enhance operational efficiency and reduce risks.
• Analyze partner performance and specific issues, conducting root cause analysis to enable effective problem-solving and prevent recurrence.
• Evaluate preventive measures implemented by partners and provide constructive feedback or challenges when they are inadequate.

Other operational tasks related to partners

• Support internal stakeholders on new products, services, and operational process in for Knowledge Management

Please refer to job description.