Agoda is looking for a Manager to lead the Disputes & Finance Operations function within Strategic Partnerships. You will act as the operational lead for resolving complex B2B payment discrepancies, transitioning the team from reactive dispute handling to proactive prevention.
What You'll Do
- Lead investigations to verify high-value payment claims against internal data, ensuring precision in financial processing.
- Resolve disputes by driving alignment across Tech, Finance, Account Managers, and Partners to close complex cases.
- Deep-dive into dispute and operational data to identify trends and root causes, track productivity KPIs, and translate findings into actionable insights.
- Manage, lead, and mentor a team of specialists, fostering a culture of accuracy, speed, and ownership.
- Spearhead initiatives to automate manual workflows and reduce future dispute volumes.
- Independently analyze risks and data to align team priorities with shifting stakeholder needs.
What We're Looking For
- Minimum 8 years in data-driven operations, disputes, or specialized support.
- 3+ years of experience in people management.
- Excel proficiency required, with the ability to validate data-heavy claims.
- Strong analytical and communication skills to translate complex data into clear, actionable insights for technical and non-technical stakeholders.
- Ability to balance contractual obligations with partner relationships and business goals.
- Exceptional English fluency to manage high-stakes discussions with internal and external stakeholders.
- Detail-oriented and hands-on, with the agility to navigate ambiguity and deliver speed with accuracy.
Nice to Have
- Experience in B2B partner operations, Vendor Management, or Payment Disputes.
- Working knowledge of SQL and data visualization tools like Tableau.
Technical Stack
- Excel
- SQL
- Tableau
Team & Environment
This role is part of the Finance Operations team within Strategic Partnerships.
At Agoda, data and technology are at the heart of our culture, fueling our curiosity and innovation.
