Process Excellence Analyst

The role is an opportunity for a proactive, data-driven Process Excellence Analyst to join our Merchant Excellence team.

• Continuous Improvement & Data-Driven Identification
  • Merchant Interaction Analysis:
    Deep-dive into interactions such as chat transcripts, emails, and call volumes to identify trending merchant friction points, repetitive queries, and process gaps.
  • Proactive Auditing:
    Go beyond surface-level metrics to analyse touchpoints across the entire merchant lifecycle from onboarding to daily operations.
  • Data-Driven Insights:
    Synthesize qualitative agent feedback with quantitative interaction data (Contact Rate per Merchant, Repeat Contact Rate, Sentiment Analysis) to build data-backed business cases for process change.
• Process Mapping
  • Document "as-is" workflows and translate messy, fragmented procedures into clean, standardised blueprints.
  • End-to-End Redesign:
    Conceptualise, test and implement scalable "to-be" processes that improve both merchant experience and agent productivity.
  • Automation & Tooling:
    Partner with Product and Tech teams to eliminate manual work through automation, better routing, or UI/UX improvements in internal tools.
  • Change Management:
    Create clear SOPs and documentation to ensure smooth rollouts of new processes.
• Workload Management & Governance
  • Jira Ownership:
    Utilize Jira as the single source of truth to log, prioritise, track and manage projects.
  • Metrics & Reporting:
    Establish KPIs to measure success of implemented solutions such as reduction in Handle Time, increased First Contact Resolution, and improved Merchant NPS.
• Global Stakeholder Management
  • Cross-Functional Collaboration:
    
    Act as the connective tissue between Product, Operations, Quality Assurance and regional leadership across global markets.
  • BPO/Outsourcer Alignment:
    Work closely with external outsourcing partners to ensure new processes are realistically executable on the front lines and consistently adopted.

• Analytical Background:
  Proven ability to translate raw merchant interaction data and metrics into actionable process redesigns.
• Global Mindset:
  Track record of managing stakeholders across cultures, time zones and business units including external BPOs.
• Methodology:
  Familiarity with Continuous Improvement frameworks such as Lean, Six Sigma or Agile is a plus.
• Proactive Mindset:
  You don't wait to be told what to fix; you enjoy digging into data and talking to agents to find problems.
• Strong Communicator:
  Ability to translate complex operational problems into simple, actionable solutions.
• Influence Without Authority:
  Adept at rallying global cross-functional teams around a shared vision or process change.

We believe in equality of opportunity and welcome candidates from all backgrounds regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion or belief.