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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
- :
Customer Registration – Digit - alCustomer Registration – Over the Count
- erCustomer Activati
- onCustomer Card Issuan
- ceCustomer Complaints Call Cent
- reCustomer Ticket Resolution – Servic
- esCustomer Ticket Resolution – Remittance Servic
- esCustomer Ticket Resolution – Card and Bank Transfer Servic
- esPayroll Companies Onboardi
- ngPayroll Customer Registrati
- onPayroll Customer Activati
- onPayroll Customer Card Issuan
- cePayroll Trainin
- 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
Key Skills
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