Operations Business Analyst / Operations Process Specialist (6 months contract)

Operations Business Analyst / Operations Process Specialist (6 months contract) Role Summary (6 months contract - Extendable)

This role will ensure comprehensive analysis and optimization of fintech operational processes related to payroll customer onboarding, activation, service delivery, and document management. Drive end-to-end process mapping, define SLAs / KPIs, and identify opportunities for automation leveraging fintech tools and RPA. Collaborate with cross-functional teams to translate improvements into actionable workflows enhancing customer experience and operational efficiency, leveraging RPA, Odoo, and Metabase etc.

Key Responsibilities

Map and document operational processes including :

Customer Registration – Digital

Customer Registration – Over the Counter

Customer Activation

Customer Card Issuance

Customer Complaints Call Center

Customer Ticket Resolution – Service

Customer Ticket Resolution – Remittance Service

Customer Ticket Resolution – Card and Bank Transfer Service

Payroll Companies Onboarding

Payroll Customer Registration

Payroll Customer Activation

Payroll Customer Card Issuance

Payroll Training

Document Archiving

Define SLAs and KPIs to monitor operational effectiveness and customer satisfaction.

Identify process bottlenecks, simplification opportunities, and potential for automation.

Collaborate with technology, customer service, and payroll teams to implement automated workflows and digital tools.

Lead change management efforts to ensure smooth adoption of new processes.

Prepare detailed reports and presentations on operational process improvements and outcomes.

Produce weekly operational metrics and work with technology to automate reporting.

Required Experience and Skills

Minimum 6 years of experience in fintech or financial services, operational process analysis and improvement.

Expertise in customer onboarding, activation, support workflows, and payroll operational processes.

Strong skills in process mapping, automation requirement gathering, and SLA / KPI definition.

Familiarity with digital customer onboarding best practices, fintech service platforms, and RPA solutions.

Excellent communication, stakeholder management, and leadership capabilities.

Key Performance Indicators (KPIs)

Percentage of operational processes mapped, optimized with documented workflows & automated.

SLA compliance rates for all customers onboarding and ticket resolution processes.

Average time reduction for customer activation and card issuance processes.

Reduction in customer complaint resolution time and number of complaints.

Number and operational impact of process automations implemented.

Customer satisfaction and service quality scores related to operations.

Create and implement a call center reduction roadmap.

Create and implement a ticket reduction roadmap.

Seniority level Mid-Senior level

Employment type Contract

Job function Analyst

Industries Financial Services, Telecommunications, and Information Services

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