Kristofferson Gonzaga
Payments Operations & CIS Regional Manager
Taguig City
Summary
Results-driven Payments Operations & CIS Regional Manager with 14+ years of experience in end-to-end payment operations, risk mitigation, and policy compliance. Skilled in leading cross-functional teams, streamlining workflows, and enhancing service quality. Proven track record in fraud prevention, process optimization, and mentoring teams to support business goals and drive continuous improvement.
Overview
14
14
years of professional experience
4
4
years of post-secondary education
Work History
Payments Operations & CIS Regional Manager
Sportion AM
02.2025 - 06.2025
- Led end-to-end payment operations, including Deposits, Transaction Escalations, Withdrawals, Audits, and Payouts, ensuring operational accuracy, risk mitigation, and full compliance with internal policies and external regulations while aligning with business objectives and client needs.
- Provided strategic oversight of operational and administrative functions for staff in the CIS region, ensuring workforce alignment, effective issue resolution, and consistent execution of daily operations supporting broader business goals.
- Served as the primary escalation point for client-facing payment issues, guaranteeing timely resolution, service continuity, and high customer satisfaction.
- Led and coordinated cross-border teams across Armenia, the Philippines, and Kenya, driving operational efficiency, fostering a high-performance culture, and mentoring team leads to enable seamless collaboration with senior leaders across global markets and technical teams in a diverse, multicultural environment.
- Conducted in-depth client behavior analysis to identify fraud patterns, high-risk groups, and payment system vulnerabilities, supporting effective risk assessments and fraud prevention measures.
- Collaborated with IT and development teams on integration requirements, supporting UAT and ensuring smooth deployment readiness for system enhancements.
- Played a pivotal role in digital transformation and automation initiatives, scaling payment infrastructure and enhancing service delivery.
- Monitored operational workflows, KPIs, and trends to identify bottlenecks and risks, driving continuous process improvements and operational efficiency.
- Managed and coached team leads across payment functions, promoting high performance and cross-team collaboration.
Payments Operations Manager
AEL Business Solutions Inc.
07.2024 - 02.2025
- Managed multi-team operations across Deposits, Escalations, Payouts, and Withdrawal Audits, consistently meeting service level targets and driving operational excellence.
- Supervised and coached team leads, conducting regular performance reviews and facilitating issue resolution to maintain high team engagement and productivity.
- Collaborated with IT, Marketing, Fraud/Risk, and Project teams to troubleshoot payment issues and provide seamless client-facing support.
- Spearheaded automation initiatives to replace manual processes with scalable solutions, significantly improving turnaround times.
- Coordinated with payment service partners to identify operational bottlenecks and resolve client issues, ensuring smooth transaction flow and enhanced customer satisfaction.
- Analyzed operational workflows and KPIs regularly to identify bottlenecks and implement continuous process improvements.
- Led data-driven reviews of payment operations to detect fraud trends, optimize KPIs, and contribute to cross-functional strategy development.
- Supported payment platform roll-outs by conducting risk evaluations and partnering with IT teams to ensure seamless integration during UAT phases, maintaining compliance and operational standards.
- Managed escalated client concerns and transaction issues while ensuring service quality and compliance with regulatory standards.
Payments Withdrawal Manager
Ricecash Asia Philippines
07.2019 - 07.2024
- Oversaw end-to-end withdrawal operations, ensuring accuracy, compliance, and timely processing aligned with internal policies and regulatory requirements.
- Developed and implemented robust withdrawal controls and fraud prevention strategies, significantly reducing risk exposure.
- Managed withdrawal audits and collaborated with cross-functional teams to resolve complex client issues efficiently.
- Conducted data analysis to monitor withdrawal trends and team performance, identifying opportunities for process improvements.
- Delivered operational insights and detailed reports to senior management, supporting strategic decision-making and process optimization.
- Initiated and led cross-departmental coordination to resolve escalated client concerns, ensuring a seamless withdrawal experience.
Payments Withdrawal Assistant Manager
Ricecash Asia Philippines
08.2018 - 07.2019
- Assisted in managing daily payment operations and strategic initiatives to optimize departmental performance.
- Supported policy development, audit processes, and operational management alongside the Payment Supervisor.
- Conducted in-depth audits and resolved high-complexity transaction issues to ensure compliance and accuracy.
- Oversaw staff performance, delivered feedback, and facilitated growth through training and development.
- Collaborated with senior management to align operational strategies with business goals and improve overall efficiency.
Payments Supervisor
Ricecash Asia Philippines
05.2017 - 08.2018
- Managed end-to-end payment operations with a focus on accuracy, compliance, and efficiency.
- Led Shift Leaders and teams to ensure high performance and service quality.
- Handled complex issues, conducted audits, and enforced internal controls and policies.
- Analyzed trends and implemented process improvements to optimize workflow and compliance.
- Collaborated cross-functionally to resolve escalations and drive continuous team development.
Payments Shift Leader
Ricecash Asia Philippines
07.2015 - 05.2017
- Supervised and guided Payment Associates to ensure high team performance and compliance.
- Ensured accurate and timely processing of transactions in line with standard procedures.
- Resolved escalated issues and technical concerns using strong problem-solving skills.
- Monitored team performance and prepared reports to identify and implement improvements.
- Provided coaching and training to strengthen team capabilities and maintain workflow efficiency.
Payments Senior Associate
Ricecash Asia Philippines
05.2012 - 07.2015
- Supervised accurate and timely withdrawal processing while ensuring policy compliance.
- Audited high-value transactions, addressing discrepancies and potential fraud.
- Supported Payment Associates and assisted in resolving escalated issues.
- Collaborated with departments to resolve complex account concerns and improve workflows.
- Analyzed transaction trends and mentored junior staff to enhance team performance and reporting.
Payments Associate
Ricecash Asia Philippines
06.2011 - 05.2012
- Accurately processed and audited withdrawal transactions, ensuring timely payments and fraud prevention.
- Verified bank account details and handled special payment requests with attention to detail.
- Resolved payment-related concerns via chat and email while efficiently multitasking.
- Coordinated with internal teams to address irregularities and ensure smooth transaction flow.
- Contributed to team performance through daily reporting, proactive issue resolution, and exceptional customer service.
Education
Bachelor of Computer Science - Information Technology (Major in Computer Network Administration)
University of Makati
06.2006 - 03.2010
Skills
- End-to-End Payment Operations Expertise
- Strategic & Operational Planning
- Process Automation & Optimization
- Policy & Compliance Management
- Risk & Fraud Mitigation
- Leadership & Team Development
- Cross-Functional Collaboration
- Communication & Reporting, Adaptability & Problem Solving
- Tools: Google Workspace, Microsoft Office, Zendesk (Ticketing Systems)
Affiliations
Marie Flor Bohol
Ricecash Asia Philippines & AEL business Solutions Inc.
maybohol1566@gmail.com
+639175915280
Eric Christopher Magbual
Sportion
ericmagbual@gmail.com
+639985383400
Carlo Chavez
Sportserve | Sportion
gelloie102011@gmail.com
+639175140625
Timeline
Payments Operations & CIS Regional Manager
Sportion AM
02.2025 - 06.2025
Payments Operations Manager
AEL Business Solutions Inc.
07.2024 - 02.2025
Payments Withdrawal Manager
Ricecash Asia Philippines
07.2019 - 07.2024
Payments Withdrawal Assistant Manager
Ricecash Asia Philippines
08.2018 - 07.2019
Payments Supervisor
Ricecash Asia Philippines
05.2017 - 08.2018
Payments Shift Leader
Ricecash Asia Philippines
07.2015 - 05.2017
Payments Senior Associate
Ricecash Asia Philippines
05.2012 - 07.2015
Payments Associate
Ricecash Asia Philippines
06.2011 - 05.2012
Bachelor of Computer Science - Information Technology (Major in Computer Network Administration)
University of Makati
06.2006 - 03.2010
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