Channel Operations Manager

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.

About PALMPAY LIMITED

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.

Responsibilities

• 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• Support new channel launches, existing channel capacity expansion, and business volume ramp-ups by validating channel capacity and operational readiness.
• 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.
• 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.

Requirements

• 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.
• 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.
• 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

Preferred

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

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