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 Responsibilitie

• sMap and document operational processes including

1. :
   Customer Registration – Digit
2. alCustomer Registration – Over the Count
3. erCustomer Activati
4. onCustomer Card Issuan
5. ceCustomer Complaints Call Cent
6. reCustomer Ticket Resolution – Servic
7. esCustomer Ticket Resolution – Remittance Servic
8. esCustomer Ticket Resolution – Card and Bank Transfer Servic
9. esPayroll Companies Onboardi
10. ngPayroll Customer Registrati
11. onPayroll Customer Activati
12. onPayroll Customer Card Issuan
13. cePayroll Trainin
14. gsDocument Archivi

• ng
  Define SLAs and KPIs to monitor operational effectiveness and customer satisfacti
• on.Identify process bottlenecks, simplification opportunities, and potential for automati
• on.Collaborate with technology, customer service, and payroll teams to implement automated workflows and digital too
• ls.Lead change management efforts to ensure smooth adoption of new process
• es.Prepare detailed reports and presentations on operational process improvements and outcom
• es.Produce weekly operational metrics and work with technology to automate th

ese
Required Experience and Sk

• illsMinimum 6 years of experience in fintech or financial services, operational process analysis and improvem
• ent.Expertise in customer onboarding, activation, support workflows, and payroll operational proces
• ses.Strong skills in process mapping, automation requirement gathering, and SLA/KPI definit
• ion.Familiarity with digital customer onboarding best practices, fintech service platforms, and RPA soluti
• ons.Excellent communication, stakeholder management, and leadership capabilit

ies.
Key Performance Indicators (

• KPIs)Percentage of operational processes mapped, optimized with documented workflows & auto
• matedSLA compliance rates for all customers onboarding and ticket resolution proce
• sses.Average time reduction for customer activation and card issuance proce
• sses.Reduction in customer complaint resolution time and the number of compla
• ints.Number and operational impact of process automations impleme
• nted.Customer satisfaction and service quality scores related to operat
• ions.Create and implement a call centre reduction ro
• admapCreate and implement a ticket reduction ro