About Payoneer Founded in 2005, Payoneer is the global financial platform that removes friction from doing business across borders, with a mission to connect the world’s underserved businesses to a rising global economy. We’re a community with over 2,500 colleagues all over the world, working to serve customers, and partners in over 190 countries and territories
By taking the complexity out of the financial workflows–including everything from global payments and compliance to multi-currency and workforce management, to providing working capital and business intelligence–we give businesses the tools they need to work efficiently worldwide and grow with confidence
Role summary The Fastlane Team Leader is a critical onsite leadership role responsible for owning end‑to‑end performance, capability building, and operational stability of the Fastlane team. This role goes beyond day‑to‑day people management and acts as the local authority for customer experience, quality standards, operational execution, and cross‑functional alignment
You will lead senior and junior Fastlane Escalation Specialists, ensure consistent delivery against SLAs, End-to-end, QA, and productivity KPIs, and serve as the primary bridge between the Fastlane Team and regional/global stakeholders. This role requires strong judgment, maturity, and the ability to lead through ambiguity and change
Location: Manila | On-site | Full-time What you’ll do People Leadership & Capability Building Own end‑to‑end people management for the Fastlane team, including hiring support, onboarding, coaching, performance management, and retention
Lead performance and development through structured 1:1s, feedback, and data‑driven reviews; build succession and bench strength
Foster high engagement, accountability, and psychological safety while managing underperformance decisively
Operational Ownership & KPI Management Own delivery of core KPIs (SLA, CSAT, QA, productivity, backlog health, adherence) and drive corrective actions through regular performance reviews
Ensure consistent execution of Fastlane policies, SOPs, and quality standards, localized for the APAC market
Act as the first escalation point for complex customer issues and operational risks
Quality, Compliance & Customer Experience Excellence Drive QA discipline, root‑cause analysis, and targeted coaching to improve customer experience and quality outcomes
Ensure strict compliance with regulatory, data‑handling, and KYC requirements