Merchant Operations Analyst | BGC

Responsibilities

• Partner Support & Operations: Handle partners queries, support requests, and operational coordination. Ensure timely and efficient resolution of issues while maintaining a positive partner experience. Own the partner communication channel and NPS
• Documentation & Onboarding: Manage merchant/partner onboarding, including documentation, data entry, and record-keeping. Streamline the onboarding process to ensure accuracy and compliance.
• Store Management: Oversee store-related tasks, including creation, closure, and clerk management. Ensure smooth store operations and effective clerk management.
• Operational Efficiency: Focus on optimizing processes and ensuring smooth collaboration between teams. Identify bottlenecks, streamline workflows, and facilitate communication between different functions.
• Standardize, localize, and run the partners' onboarding and support processes Act as a subject matter expert regarding specific issues and concerns raised by the partners
• Provide accurate, valid, and complete information by using the right methods/tools
• Provide a weekly report (during a meeting or through a template) and recommendations for better merchant experience for the related managers

Requirements

• Excellent verbal and written communication in English and Tagalog
• Willing to work on-site in the Bonifacio Global City (BGC) area
• The hired analyst should NOT live more than 1 hour away by public transport/car from the office
• Familiarity with ZOHO, Zendesk, and other CRM systems
• Robust knowledge and experience in data analysis
• Bachelors degree or equivalent
• Minimum of 1 (one) year of working in merchant support/business support (finance industry background is preferred)Interested in growing a career as a merchant operations professional and manager
• Must be detail and process-oriented, and have experience working with robust SLAs Self-orientation, drive, and ability to communicate clearly and persuasively to customers Comfortable working on Google Suite (Sheet, Docs, Slides, etc) / Microsoft Excel, and analytics
• Previous technical experience (SQL) is a plus
• Reliable/strong internet connection (if needed to work from home)

Benefits:

• Local statutory benefits
• Company-funded health insurance for employee and immediate family (Includes employee, spouse and/or kids only)
• Vacations 20 days
• Once off home off setup allowance
• Once off headset allowance

Upon successful completion of probationary period (6 months) and managers approval:

• Annual professional development benefit ($2,000USD)
• International travel benefit ($2,000USD)