Description
We are seeking a detail-oriented and analytical Operations Business Analyst / Operations Process Specialist to join our dynamic fintech team. This pivotal role is responsible for the comprehensive analysis, documentation, and optimization of all operational processes across the customer and payroll lifecycle. You will conduct end-to-end process mapping for key functions such as customer onboarding, activation, service delivery, and document management. A key focus will be defining and monitoring SLAs and KPIs to drive operational excellence and enhance customer satisfaction. You will identify bottlenecks and simplification opportunities, championing automation through RPA and other fintech tools. Collaborating closely with technology, customer service, and payroll teams, you will translate process improvements into actionable, automated workflows. Your expertise will be crucial in leading change management efforts to ensure the smooth adoption of new, efficient processes. This position offers a unique opportunity to significantly impact our operational efficiency and customer experience using tools like Odoo and Metabase.
Requirements
1. Minimum 6 years of experience in operational process analysis and improvement within fintech or financial services.
2. Demonstrated expertise in process mapping and documentation using standard methodologies (e.g., BPMN).
3. Strong experience in defining, implementing, and monitoring Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
4. Proven ability to identify process automation opportunities and gather requirements for RPA or workflow tools.
5. In-depth knowledge of customer lifecycle workflows, including digital onboarding, activation, and support.
6. Experience with payroll operational processes, including company onboarding and employee registration.
7. Proficiency with business intelligence and process management tools (e.g., Metabase, Odoo, Visio).
8. Experience in producing and automating operational metrics reports.
Desirable
1. Experience with specific Robotic Process Automation (RPA) platforms like UiPath or Automation Anywhere.
2. Formal certification in Business Analysis (e.g., CBAP) or process improvement (e.g., Lean Six Sigma).
3. Proven track record of leading change management initiatives for new process adoption.
4. Experience in creating and implementing call centre and ticket reduction roadmaps.
5. Strong stakeholder management and presentation skills.
Role Highlights
💼 Work Location Type
Onsite
🏢 Department
Information Technology