Vaga de Payments Business Analyst, Payments Business Operations
1 vaga: | Publicada em 18/04
- A Combinar
Sobre a vaga
PIKE (Payment Issues, Kaizen, and Experience), part of the larger PBO (Payments
Business Operations) organization, is a center of operational excellence that
manages the payments customer experience, filling the operational gap between the
business and technology teams to provide a seamless payments and financial
experience to internal and external customers.
A business analyst (BA) in PIKE is responsible for driving operational excellence
to improve the experience for customers across global payments products. You are
data driven utilizing analysis and documentation to ensure that customer
operational pain points are effectively prioritized with business, technical, and
customer support teams. You will work to identify, execute, and drive projects
with internal and external business partners to automate or improve business
processes.
You own operational issues ranging from individual customer tickets to large scale
events, providing and executing mitigation steps and management of customer
communication plans. You are quick to understand system flows and business
processes, and are viewed as a deep subject matter expert in payments and
operations support workflows by colleagues, accounting, and technical teams.
You are able to deep dive into system and support workflows, provide
recommendations, and drive changes to large customer support processes and
payments workflows. You own annual deep dive and monthly reporting for operational
performance, and the setup and reporting of measurements used to determine the
customer experience for payments operational workflows.
In this role your will:
- Solve ambiguous issues on a variety of operational issues with less well-defined
inputs and outputs; drive to the heart of the problem and identify root causes
- Define operational support models; review and vet operational reporting with
stakeholders
- Translate complex business problem statements into analysis, technical, and
business requirements, and proactively and independently work with stakeholders to
construct use cases and associated standardized outputs
- Enable automated operational solutions at scale; setup processes with
self-service reporting, and work with product and technical teams to enable
full-scale automation, and have a working knowledge of the support tooling and
mechanisms available by the wider business for more complex operational issues.
- Setup or improve operational processes that require less operational overhead
and reduce time to resolution, and have the capability to make changes to large
customer impacting workflows through the use of additional tools and reporting
- Derive recommendations from analysis that significantly impact a department,
create new processes, or change existing processes
- Identify and implement optimal communication mechanisms based on project and the
stakeholders involved
- Communicate complex analytical insights and business implications effectively
- Actively manage the timeline and deliverables of projects, focusing on
interactions in the team
- Provide program communications to stakeholders
- Communicate roadblocks to stakeholders and propose solutions, and represent team
on medium-size analytical projects in own organization and effectively communicate
across teams
We are open to hiring candidates to work out of one of the following locations:
Sao Paulo, SP, BRA
2+ years of program or project management experience