Description
We are seeking a highly skilled Operations Process Specialist for a 6-month extendable contract based in our Lusail, Qatar office, with an immediate start date. This pivotal role involves the comprehensive analysis and optimization of our fintech operational processes, focusing on payroll, customer onboarding, activation, and service delivery. You will be responsible for end-to-end process mapping, defining critical SLAs and KPIs, and identifying key opportunities for automation using RPA, Odoo, and Metabase. The ideal candidate will collaborate effectively with cross-functional teams to translate process improvements into actionable workflows. Your work will directly enhance customer experience and drive significant operational efficiency. This position requires a proactive individual capable of leading change management and delivering detailed reports on process improvement outcomes.
Requirements
1. Minimum 6 years of experience in operational process analysis and improvement, specifically within the fintech or financial services industry.
2. Demonstrated expertise in mapping and optimizing customer onboarding, activation, support, and payroll operational workflows.
3. Proficiency in end-to-end process mapping techniques (e.g., BPMN) and defining Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
4. Strong skills in gathering automation requirements and familiarity with Robotic Process Automation (RPA) solutions.
5. Hands-on experience with fintech service platforms, ERP systems like Odoo, and BI tools like Metabase for reporting and analysis.
6. Proven ability to produce and automate weekly operational metrics reports.
7. Experience creating and implementing strategies for call centre and support ticket volume reduction.
8. Deep understanding of digital customer onboarding best practices and document management systems.
Desirable
1. Experience leading change management initiatives for new process adoption.
2. Strong project management skills, with a proven track record of delivering projects on time.
3. Advanced data analysis and presentation skills.
4. Previous experience working in the GCC financial services market.
5. Certification in Lean Six Sigma or other process improvement methodologies.